Service Desk Analyst

Summary: The Service Desk Analyst role at HCL in Chester, UK, involves providing first-line IT support by troubleshooting and resolving service requests. The analyst will manage incident logging, monitor service queues, and ensure adherence to service level agreements while maintaining effective communication with users. The position requires a strong customer service orientation and the ability to work collaboratively within a team. Multilingual communication skills in French, Spanish, Italian, or Portuguese are 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 cataloguing 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: Openly and willingly shares ideas, knowledge, and expertise.
• 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