Service Desk - French Speaker
Posted 1 day ago by W3Global
Negotiable
Undetermined
Hybrid
Chester, England, United Kingdom
Summary: The role of Service Desk - French Speaker involves providing first-line IT support within a hybrid work environment in Chester, UK. Candidates will be responsible for troubleshooting IT-related issues, managing service requests, and ensuring customer satisfaction through effective communication in French. The position requires a proactive approach to incident management and collaboration with various teams to maintain service levels.
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 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.
- Excellent customer service skills.
- Ability to troubleshoot and research application issues.
- Effective verbal and written communication skills.
- 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.
- Highly effective team player.
- 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
Location: Chester, UK
Type of employment: TP- 6 months contract
Hybrid - 3 Days Onsite
Role Type: 50% work from home & 50% from onsite
We need candidates who have shorter notice period or can start early
Language requirements: French speaker.
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
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.