Service Desk Analyst
Posted 1 day ago by Dabster
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. The position requires handling service requests, troubleshooting IT issues, and ensuring customer satisfaction through effective communication in multiple languages. The analyst will also be responsible for logging incidents, monitoring service levels, and collaborating with other teams as necessary. Multilingual proficiency in French, Spanish, Italian, or Portuguese is essential for this role.
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 tickets that 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.
- 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.
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
Language requirements - Below is the requirement:
- Resource 1: French
- Resource 2: Spanish + Italian
- Resource 3: Spanish + Portuguese
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.