Service Desk Analyst
Posted 2 days ago by PRACYVA
Negotiable
Undetermined
Hybrid
Chester, England, United Kingdom
Summary: The Service Desk Analyst role involves providing first-line IT support as part of a shift system, with a hybrid working arrangement of 50% remote and 50% on-site in Chester, UK. The position requires effective communication in multiple languages, including French, Spanish, Italian, and Portuguese, to assist users with IT-related issues. Key responsibilities include logging incidents, troubleshooting problems, and ensuring service level agreements (SLAs) are met. The ideal candidate will possess strong customer service skills and the ability to work collaboratively within a team.
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 by monitoring queues.
- Assign out-of-scope tickets 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 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: shares ideas, communicates constructively, and is willing to learn new skills.
Salary (Rate): undetermined
City: Chester
Country: United Kingdom
Working Arrangements: hybrid
IR35 Status: undetermined
Seniority Level: undetermined
Industry: IT
Role: Service desk analyst
Role Type: 50% work from home & 50% from onsite
Location: Chester, UK
Language requirements - Below is the requirement:
- Resource 1: French
- Resource 2: Spanish + Italian
- Resource 3: Spanish + Portuguese
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:
- Openly and willingly shares ideas, knowledge, and expertise.
- Communicates constructively.
- Willingness to learn new skills and be open to consider different ideas and alternatives.