Job Description

German Service Desk Analyst - North West England (Chester)

As a Service Desk Analyst, you will play a crucial role in providing technical support to employees globally, primarily in EMEA. If you are a native or fluent Italian speaker and possess fluency in another European language such as Spanish, German, or French, we encourage you to apply!

Key Responsibilities:

• Handle initial client contact through various channels, including telephone, email, chat, or portal.
• Provide technical/application support to employees and partners.
• Create and document tickets in our ServiceNow ticket system, adhering to quality standards.
• Troubleshoot and resolve or escalate issues to Tier 2 teams when necessary.
• Research and resolve complex application and business process issues, identifying trends.
• Follow up with End Users and keep them informed of ticket status and progress to meet SLAs.
• Utilize Knowledgebase to address inquiries and create draft articles to bridge knowledge gaps.
• Offer application and process training and act as a Subject Matter Expert for team members.
• Assist with Quality record reviews and participate in internal Service Desk projects.
• Occasionally perform ad-hoc translation reviews.

Skills Required:

• Native or fluency in ITALIAN, with good command of English.
• Excellent customer service skills.
• Strong troubleshooting and research abilities for IT and application issues.
• Ability to explain technical information effectively to End Users.
• Excellent time management and multitasking skills.
• Adherence to Service Desk processes and procedures.
• A positive, flexible, and collaborative team player.
• Drive for quality, process improvement, and innovation.

Qualifications/Experiences:

• Minimum High School Diploma; preferred Bachelor\'s Degree.
• Basic understanding of ITIL Framework and ITSM.
• Prior work experience in technical support or Service Desk environment is preferred.
• Experience with Microsoft Office Suite and Application Support is advantageous.
• Familiarity with Microsoft Windows is preferred.
• Experience supporting Life Sciences is a plus.

Additional Requirements:

• Flexibility to work rotating shifts (eg, 7-15, 8-16, 10-18, and occasionally 11-19).
• Ability to work from the office at least 50% of the time (with a reliable home broadband connection for remote work).
• Willingness to work on occasional Bank Holidays.

Please send your CV or call Nikitha to discuss further.

We are an equal opportunities employment agency and welcome applications from all suitably qualified persons regardless of race, sex, disability, religion/belief, sexual orientation, or age.

We champion differences in technology recruitment and work with clients who actively wish to diversify their talent force - ALL applicants are welcome to apply.

Contracts IT