At a Glance
- Tasks: Be the go-to person for tech support via calls, chats, and tickets.
- Company: Join a global team dedicated to providing top-notch IT service.
- Benefits: Enjoy hybrid work options and flexible shifts while gaining valuable experience.
- Why this job: Perfect for tech enthusiasts who love problem-solving and teamwork in a dynamic environment.
- Qualifications: Must speak native German and have strong customer service skills; tech knowledge is a plus.
- Other info: Opportunity to mentor others and contribute to knowledge management.
The predicted salary is between 28800 - 42000 £ per year.
Role: Service Desk Analyst Location: Hybrid, Chester Job Description As a member of the Specialty Service Desk, you will serve as the first point of contact for clients via phone, email, chat, or portal, providing technical and application support to employees across various global divisions. This role requires building strong rapport with team members, end-users, and other regional Service Desk teams. You will need a proactive attitude to research and resolve complex issues and address knowledge gaps effectively. Key Responsibilities: Client Interaction : Respond to incoming calls, chats, and tickets, ensuring they are logged, redirected if necessary, and resolved while setting clear expectations during initial interactions. Ticket Management : Create and document all activities in the ticketing system (ServiceNow) according to quality standards. Technical Support : Troubleshoot technical and application issues or escalate to Tier 2 teams as needed. Problem-Solving : Investigate and resolve complex application and business process issues, identifying trends where applicable. Follow-Up : Provide timely status updates and follow-ups on open tickets to meet SLAs. Knowledge Management : Use the Knowledgebase to address inquiries and contribute by drafting articles to fill knowledge gaps. Mentorship : Offer application and process training to team members and act as a subject matter expert or point of contact. Quality Assurance : Assist with reviewing quality records as needed. Project Participation : Support application testing, upgrades, deployments, and internal projects. Translation Assistance : Perform occasional ad-hoc translation reviews. Required Skills: Languages : Native German required. Proficiency in English is essential. Customer Service : Strong customer service and interpersonal skills. Technical Aptitude : Proven ability to troubleshoot and research IT and application issues. Communication : Ability to explain technical concepts effectively in both verbal and written formats. Prioritization : Strong organizational skills to handle multiple tasks and prioritize effectively. Teamwork : Collaborative mindset, willingness to share knowledge, and openness to learning new skills. Process Improvement : Commitment to driving quality and innovation in service delivery. Qualifications and Experience: Education : Minimum of a High School Diploma; a Bachelor’s Degree is preferred. Technical Knowledge : Basic understanding of the ITIL framework and ITSM. Experience in a technical support or Service Desk environment, including tools like ServiceNow and telephony systems. Proficiency with Microsoft Office Suite and Windows; application support experience is preferred. Industry Experience : Familiarity with Life Sciences is a plus. Additional Requirements: Flexibility : Ability to work rotating shifts every two weeks (7-15, 8-16, 10-18, and occasionally 11-19) and periodically on bank holidays. Hybrid Work : Must work from the office at least 50% of the time and have a reliable broadband connection for remote work.
IT Service Desk Analyst- German Speaking employer: Planet Pharma
Contact Detail:
Planet Pharma Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Service Desk Analyst- German Speaking
✨Tip Number 1
Make sure to familiarize yourself with the ITIL framework and ITSM concepts. Understanding these frameworks will not only help you in the interview but also demonstrate your commitment to quality service delivery.
✨Tip Number 2
Brush up on your technical troubleshooting skills, especially related to common application issues. Being able to discuss specific examples of how you've resolved similar problems in the past can set you apart from other candidates.
✨Tip Number 3
Since this role requires strong communication skills, practice explaining technical concepts in simple terms. This will help you convey your ideas clearly during the interview and show that you can effectively assist end-users.
✨Tip Number 4
Demonstrate your collaborative mindset by preparing examples of how you've worked in teams before. Highlighting your willingness to share knowledge and learn from others will resonate well with our team-oriented culture.
We think you need these skills to ace IT Service Desk Analyst- German Speaking
Some tips for your application 🫡
Understand the Role: Make sure to thoroughly read the job description for the IT Service Desk Analyst position. Understand the key responsibilities and required skills, especially the importance of customer service and technical support.
Tailor Your CV: Customize your CV to highlight relevant experience in technical support or Service Desk environments. Emphasize your proficiency in German and English, as well as any experience with tools like ServiceNow.
Craft a Strong Cover Letter: Write a cover letter that showcases your proactive attitude and problem-solving skills. Mention specific examples of how you've successfully resolved technical issues in the past and your commitment to quality service delivery.
Highlight Teamwork and Communication Skills: In your application, emphasize your ability to work collaboratively and communicate effectively. Provide examples of how you've built rapport with team members and clients, and how you can explain technical concepts clearly.
How to prepare for a job interview at Planet Pharma
✨Showcase Your Customer Service Skills
Since this role heavily relies on customer interaction, be prepared to share examples of how you've successfully handled customer inquiries or resolved issues in the past. Highlight your strong interpersonal skills and ability to communicate effectively.
✨Demonstrate Technical Aptitude
Be ready to discuss your experience with troubleshooting IT and application issues. Familiarize yourself with common problems that might arise in a Service Desk environment and think about how you would approach resolving them.
✨Familiarize Yourself with ServiceNow
As ticket management is a key responsibility, it’s beneficial to have a basic understanding of ServiceNow or similar ticketing systems. If you have prior experience, be sure to mention it and discuss how you used it to manage tickets efficiently.
✨Prepare for Teamwork Questions
This position requires collaboration with various teams. Think of examples where you worked as part of a team to solve a problem or improve a process. Emphasize your willingness to share knowledge and learn from others.