Service Desk Analyst (English And German Speaking)

Job Title: Service Desk Analyst
Location: Chester UK (Hybrid)
Employment type: Contract Inside Ir35

JD for the role:

Note: The client is looking for someone who can speak both English and German fluently.

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) English, German


• 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.