Service Desk -- Level 1 Support
Posted 2 days ago by Ubique Systems
Negotiable
Undetermined
Undetermined
Chester, England, United Kingdom
Summary: The role of Service Desk Level 1 Support involves providing first-line IT support as part of a shift system, handling service requests, troubleshooting IT-related problems, and ensuring customer satisfaction through effective communication. The position requires logging incidents, monitoring service queues, and coordinating with other teams to resolve issues. A strong emphasis is placed on customer service skills and the ability to communicate in multiple languages. The ideal candidate will be a team player who can prioritize tasks and adhere to established processes.
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 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.
- 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: undetermined
IR35 Status: undetermined
Seniority Level: undetermined
Industry: IT
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:
- Openly and willingly shares ideas, knowledge, and expertise.
- Communicates constructively.
- Willingness to learn new skills and be open to consider different ideas and alternatives.
3. Language requirements - Below is the requirement:
Resource 1: French
Resource 2: Spanish + Italian
Resource 3: Spanish + Portuguese
Resource 4: French + Italian