General Information

Position
Service Desk Consultant with German | Bulgaria
Work arrangement
Full-time
City
Sofia
Country
Bulgaria
Department
Consulting
Team
Enterprise, Technology & Performance
Area of interest
Consulting, Customer Service
Way of work
Hybrid

Description & Requirements

Who we are looking for
We are seeking a motivated and customer-focused individual to join our team as a Service Desk Consultant. As a Service Desk Consultant, you will play a crucial role in providing technical support and resolving IT-related issues for our clients. This position offers an exciting opportunity to collaborate with clients from around the world, contributing to our commitment to delivering exceptional support services and customer service.

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 an advantage.
  • Excellent communication skills, both verbal and written, with the ability to explain technical concepts clearly to non-technical users
  • Fluent German and English on min. B2 level – both, written and spoken
  • Customer-oriented mindset with a focus on delivering high-quality service and resolving issues efficiently
  • Ability to work under pressure and manage multiple tasks effectively
  • Passion to learn new concepts, technologies and processes
  • Availability to work in 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, provision of timely communications and maintenance of ownership until closure
  • Provide first-level technical support via phone, email, and ticketing system
  • Document troubleshooting steps and resolutions accurately within the ticketing system
  • Further development and maintenance of the existing knowledge database
  • Participates in assigned projects
  • Escalate complex issues to appropriate teams or specialists as needed
  • Collaboration with various teams & stakeholders to continuously improve support processes and customer satisfaction
The role of Service Desk Consultant can serve as a stepping stone to more advanced positions within our support team or broader IT operations. With demonstrated skills and expertise, potential career paths include Service Desk Consultant, Senior Desk Consultant, or IT Operations Analyst.


What we offer
  • International Travel Insurance for travel insurance during business and private trips abroad,
  • Employee Assistance Program (EAP) for phone consultations, covering legal, financial, and mental health advice to support you whenever needed,
  • Unrestricted access to LinkedIn Learning and Udemy courses as well as diverse training and development prospects,
  • Experienced international team with an informal atmosphere 
  • Possibility of a hybrid work model - remote / office
  • 2 additional wellness days
  • Long-term development and career growth at Deloitte - professional training and certification
  • And other benefits such as: regular team building events, meal vouchers, healthcare plan and health insurance (mixed package), etc.
👉 Are you interested in more details? Send us your CV and we´ll contact you with additional information as soon as possible.
Selection process
  • We kindly ask you to upload your CV in English.
  • Shortlisted candidates will be contacted for the interviewing process.

Notes: Pre-requisite for employment
All candidates should be aware that, in accordance with the Law on Prevention of Money Laundering and Financing of Terrorism, Deloitte, as an entity obligated under this law, must conduct background checks on chosen candidate to determine whether they have been convicted and/or that they are subject to no criminal proceedings for any criminal offense involving illegal proceeds acquired or any of the criminal offences linked to terrorism so that Deloitte can be assured of the candidate’s high professional and moral qualities. In this regard, chosen candidate will be required to submit a “Certificate of Non-Conviction” and “Certificate of no Ongoing Criminal Proceedings” against them, issued by the competent authorities of the Republic of Serbia upon the job offer acceptance or employment agreement execution at the latest.

About Deloitte
“Deloitte” is the brand under which approximately 415,000 dedicated professionals in independent firms throughout the world collaborate to provide audit and assurance, consulting, financial advisory, risk advisory, tax and related services to select clients. These firms are members of Deloitte Touche Tohmatsu Limited, a private company limited by guarantee incorporated in England and Wales (“DTTL,” also referred to as “Deloitte Global”). DTTL, these member firms and each of their respective related entities form the “Deloitte organization.” Each DTTL member firm and/or its related entities provide services in particular geographic areas and is subject to the laws and professional regulations of the particular country or countries in which it operates. Each DTTL member firm is structured in accordance with national laws, regulations, customary practice, and other factors, and may secure the provision of professional services in its respective territories through related entities. Not every DTTL member firm or its related entities provide all services, and certain services may not be available to attest clients under the rules and regulations of public accounting. DTTL, and each DTTL member firm and each of its related entities, are legally separate and independent entities, which cannot obligate or bind each other in respect of third parties. DTTL and each DTTL member firm, and their respective related entities, are liable only for their own acts and omissions, and not those of each other. The Deloitte organization is a global network of independent firms and not a partnership or a single firm. DTTL does not provide services to clients.

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