Multilingual Support Analyst (Dutch) L2 Service Desk
- CGI
- 2 - 7 years
- Hyderabad
- 30 days ago
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Job Description
Job Title: Multilingual Support Analyst (Dutch) L2 Service Desk
Location: BLR,CHE,HYD
Shift: Rotational / CET Hours / 24x7
Experience: 2-4 years (relevant L2 support experience preferred)
Language Requirement: Fluency in Dutch and English (written and verbal)
Job Summary:
We are seeking a proactive and customer-focused Multilingual Support Analyst fluent in Dutch to join our L2 Service Desk team. The role involves providing technical support to end users, troubleshooting and resolving incidents, and ensuring a high level of customer satisfaction. This is an excellent opportunity to work in a dynamic environment supporting global users.
Key Responsibilities:
- Provide Level 2 technical support for hardware, software, network, and application-related issues
Handle escalated tickets from L1 service desk and ensure timely resolution
Communicate effectively with end users in Dutch and English via phone, email, and remote tools
Troubleshoot incidents, perform root cause analysis, and implement preventive measures
Escalate complex issues to L3 teams or relevant support groups as required
Document all incidents, resolutions, and updates in the ticketing system
Adhere to defined SLAs and maintain a high level of first-time resolution
Collaborate with global support teams and contribute to knowledge base creation
Follow ITIL processes for incident, problem, and change management
Required Skills & Qualifications:
Fluency in Dutch and English is mandatory
2+ years of experience in a technical support/service desk role, preferably at L2 level
Strong understanding of Windows OS, MS Office Suite, Active Directory, and basic networking concepts
Experience with remote support tools and ticketing systems (e.g., ServiceNow, Remedy)
Knowledge of ITIL framework; ITIL certification is a plus
Excellent communication and problem-solving skills
Ability to work independently and manage multiple priorities
Preferred Qualifications:
Experience supporting enterprise environments
Knowledge of additional European languages is an advantage
Technical certifications (e.g., CompTIA A+, Microsoft, Cisco) are a pLUS
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: IT & Information SecurityRole Category: IT SupportRole: IT Support - OtherEmployement Type: Full timeContact Details:
Company: CGILocation(s): Hyderabad
Keyskills: Dutch dutch language expert dutch support
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