General Information

Position
Service Desk Consultant with German
Work arrangement
Full-time
City
Tirana
Country
Albania
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, English and Albanian on min. B2 level – 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
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.
Additional Benefits:
  • Opportunity for professional development through training and certifications
  • Exposure to advanced IT technologies and tools, including automation and AI-driven solutions
  • Dynamic and inclusive company culture that values teamwork, innovation, and employee well-being

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

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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