Service Desk Consultant with German | BDS Albania

General Information

Position
Service Desk Consultant with German | BDS Albania

Work arrangement
Full-time

City
Tirana

Country
Albania

Department
Business Delivery Solutions

Team
Enterprise, Technology & Performance

Area of interest
ERP Platforms

Way of work
Hybrid

Description & Requirements

Who we are looking for

We're Hiring: Service Desk Consultant

We are seeking a motivated and customer-focused individual to join our team as a Service Desk Consultant. In this role, you will be at the heart of our client support, providing technical assistance and resolving IT-related issues. This is a fantastic opportunity to work with international clients while contributing to our mission of delivering exceptional service and customer care.

Qualifications and Skills:

• Proven experience in a technical support or service desk role
• Good knowledge of Windows and Microsoft Office; SAP knowledge would be an asset
• Familiarity with ITIL framework and ticketing systems (ServiceNow, Jira) is a plus
• Excellent communication skills, both verbal and written, with the ability to explain technical concepts clearly to non-technical users
• Fluent in German, English, and Albanian (min. B2 level - written & spoken)
• Customer-oriented mindset with a focus on delivering high-quality service
• Ability to work under pressure and manage multiple tasks effectively
• Passion for learning new concepts, technologies, and processes
• Availability to work in a 24/7 schedule

Your future role

• Ensure incidents and requests are accurately categorized, prioritized, logged, assigned, tracked, and responded to in a timely manner, in line with agreed SLA's - with timely communications and full ownership until closure
• ☎ Provide first-level technical support via phone, email, and ticketing system
• Document troubleshooting steps and resolutions accurately within the ticketing system
• Support the development and maintenance of the existing knowledge database
• Participate in assigned projects
• Escalate complex issues to appropriate teams or specialists as needed
• Collaborate with various teams & stakeholders to continuously improve support processes and customer satisfaction

What we offer

At Deloitte, we hire potential. We know that great people make a great organization. We value our people and offer employees a broad range of opportunities.

• Flexible and hybrid work model.
• Competitive salary and benefits package.
• Unlimited access to worldwide esteemed digital learning platforms as per individual needs and curiosity, in addition to classroom trainings.
• Personal development and constant growth.
• Career pathway and opportunity to constantly grow.
• Dynamic and international work environment and team spirit.
• Complete Private Health/Travel Insurance.
• Employee assistance program, available to you and your immediate family members 24 hours a day, 7 days a week, 365 days a year, covering legal, financial and mental health advisory services.
• Extensive experience gained from working across multiple Deloitte Offices.

Selection process

We kindly ask you to upload your CV in English.
Shortlisted candidates will be contacted for the interviewing process.

About Deloitte

Deloitte is a multinational professional services network with offices in over 150 countries and territories around the world. It is one of the Big Four accounting firms and the largest professional. The services Deloitte offers audit, tax, legal, consulting, financial advisory, risk advisory, business processes as well as technology services. Worldwide, Deloitte serves four out of five Fortune Global 500 companies through a globally connected network of member firms in more than 150 countries and territories, with over 330,000 professionals. The organization is recognized among "World's Best Workplaces™" by Great Place to Work® and Fortune and among a "World's Most Attractive Employers", by Universum , according to 2020 surveys.
Deloitte Albania. A career built around you.
In Albania, the services are provided or supported by Deloitte Albania sh. p.k , Audit sh.p.k and Deloitte legal sh.p.k . With more than 400 professionals, Deloitte in Albania is providing services in audit, tax, legal, consulting, financial advisory, risk advisory, business processes and technology services and other related services.

About the team

The Deloitte Audit team audits financial statements, assesses the financial condition of the organization and improves the company's operations. Auditing financial statements is much more than just numbers. It is a confirmation of achievements and challenges, helping to provide a solid foundation for future plans. Deloitte sheds light on what needs to be changed and how to do it.