As worldwide experts in filtration, MANN+HUMMEL develop solutions for vehicles, industrial applications, clean air inside vehicles and the sustainable use of water. With team spirit and an open culture of communication, we are continuously working towards achieving our vision of ‘leadership in filtration’. Become part of our team.
Job Description
Role Summary
We are looking for an experienced German-speaking Service Desk Analyst (B2 certified) with strong technical troubleshooting skills to support global users via inbound calls, emails, and chat. The candidate should have solid expertise in Microsoft 365, Windows 11, Active Directory, and ServiceNow, along with strong customer handling and communication skills.
Main Tasks
- Provide L1 technical support to end users in German and English (50% each).
- Handle inbound calls, chats, and email tickets through ServiceNow.
- Troubleshoot and resolve issues related to:
- Follow ITIL-based incident management & escalation procedures.
- Log, track, and resolve tickets within defined SLAs.
- Provide step-by-step technical guidance to users with high service quality.
- Collaborate with L2/L3 teams for unresolved issues.
- Maintain documentation and knowledge base articles in ServiceNow.
- Work in rotational shifts including nights and weekends (24×7 environment).
Required Skills & Qualifications
- German Language Certification – B2 or above (mandatory)
- Excellent communication skills in German and English.
- 3–5 years experience in Technical / IT Service Desk / Helpdesk Support.
- Strong hands-on experience with:
- Microsoft 365 administration & troubleshooting
- Windows 10 / 11 support
- Active Directory & user provisioning
- ServiceNow (or similar ITSM tool)
- Knowledge of:
- Remote support tools
- Basic networking concepts (TCP/IP, DNS, Wi-Fi)
- Printers, scanners, and peripheral devices
- Ability to work in a fast-paced, 24×7 support environment.
Are you full of ideas? Are you keen to take on responsibility and really achieve something? Then our doors are open to you. This company lives out its values, gives people the freedom to use their own initiative, and offers many development exciting opportunities and many exciting projects – all of which awaits you here.