Service Desk Analyst
Posted 3 days ago by Avance Consulting
Negotiable
Undetermined
Undetermined
Chester, England, United Kingdom
Summary: The Service Desk Analyst role involves providing first-line IT support as part of a shift system, handling service requests, troubleshooting IT issues, and ensuring customer satisfaction. The position requires effective communication in multiple languages and adherence to established service desk processes. The analyst will log incidents, monitor service levels, and coordinate with other teams as necessary. A strong emphasis is placed on teamwork and customer service skills.
Key Responsibilities:
- Work as part of the Shift system on the IT Service Desk
- Receive and handle requests for service, following agreed procedures
- Provide 1st line support: troubleshooting of IT related problems
- Promptly allocate calls as appropriate
- Log incidents and service requests and maintain relevant records
- Identify and classify incident types and service interruptions
- Record incidents cataloging them by symptom and resolution
- Monitor queues and assign tickets to appropriate resources for troubleshooting and ticket resolution
- Ensure SLAs are maintained
- Assign tickets which are out of scope to Service Desk/Other Teams
- Coordinate tickets that cross organizational boundaries to ensure customer satisfaction
Key Skills:
- Technical Service Desk background
- Familiarity with ServiceNow
- Multi-Lingual effective and fluent communication in language(s) (Native/almost native) French, Spanish, Italian and Portuguese
- Excellent Customer service skills
- Ability to troubleshoot and research application issues
- Ability to explain technical information to End Users with effective verbal and written communication
- Ability to set priorities and handle multiple tasks
- Adhere to Service Desk processes and procedures
- Present a positive, effective, and flexible contribution to achieving team targets and objectives
- Highly effective Team player
- Openly and willingly shares ideas, knowledge, and expertise
- Communicates constructively
- Willingness to learn new skills and be open to consider different ideas and alternatives
Salary (Rate): undetermined
City: Chester
Country: United Kingdom
Working Arrangements: undetermined
IR35 Status: undetermined
Seniority Level: undetermined
Industry: IT
Job Description: JD for the role: Essential Duties and Responsibilities Work as part of the Shift system on the IT Service Desk Receives and handles requests for service, following agreed procedures. 1st line support: troubleshooting of IT related problems Promptly allocates calls as appropriate. Logs incidents and service requests and maintains relevant records: Identifies and classifies incident types and service interruptions Records incidents cataloging them by symptom and resolution Monitoring queues and assign tickets to appropriate resources for troubleshooting and ticket resolution. Monitoring queues to ensure SLAs are maintained. Assigning the tickets which are out of scope to Service Desk/Other Teams Coordinating tickets that cross organizational boundaries to ensure customer satisfaction Skills required · Technical Service Desk background · Familiarity with ServiceNow · Multi-Lingual effective and fluent communication in language(s) (Native/almost native) French, Spanish, Italian and Portuguese · Excellent Customer service skills. · Demonstrate ability to troubleshoot and research application issues. · Ability to explain technical information to End Users with effective verbal and written communication. · Be able to set priorities and handle multiple tasks. Ability to determine the priority of a problem and act accordingly. · Adhere to Service Desk processes and procedures. · Present a positive, effective, and flexible contribution to achieving team targets and objectives. · Highly effective Team player: o Openly and willingly shares ideas, knowledge, and expertise. o Communicates constructively. o Willingness to learn new skills and be open to consider different ideas and alternatives.