Service Desk Analyst
Posted 4 days ago by Ampstek
Negotiable
Undetermined
Hybrid
Chester, England, United Kingdom
Summary: The Service Desk Analyst role involves providing first-line IT support within a shift system, requiring a mix of on-site and remote work. The position demands effective communication in multiple languages and a strong customer service orientation. Responsibilities include troubleshooting IT issues, managing service requests, and ensuring adherence to service level agreements. The ideal candidate will be a team player with a technical service desk background and a willingness to learn.
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 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 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 consider different ideas and alternatives.
Salary (Rate): undetermined
City: Chester
Country: United Kingdom
Working Arrangements: hybrid
IR35 Status: undetermined
Seniority Level: undetermined
Industry: IT
1. Role Type: 50% work from home & 50% from onsite - For the WFH / WFO, let me clarify – the requirement is 50% from office. That translates to : 1 week – it’s 3 days at office, and the second week, it’s 2 days at office and keep that pattern. Please mention this if resource is okay with this arrangement. Language - Spanish + Portuguese OR German + English OR Italian + English
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 cataloguing 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.