IT Service Desk Analyst in Chester

Job Title: IT Service Desk - Italian + Spanish + English

Job Location: Chester, UK

Job Type: Hybrid

Essential Duties and Responsibilities

\n
• Work as part of the Shift system on the IT Service Desk
\n
• Receives and handles requests for service, following agreed procedures.
\n
• 1st line support: troubleshooting of IT related problems
\n
• Promptly allocates calls as appropriate.
\n
• Logs incidents and service requests and maintains relevant records:
\n
• Identifies and classifies incident types and service interruptions
\n
• Records incidents cataloging them by symptom and resolution
\n
• Monitoring queues and assign tickets to appropriate resources for troubleshooting and ticket resolution.
\n
• Monitoring queues to ensure SLAs are maintained.
\n
• Assigning the tickets which are out of scope to Service Desk/Other Teams
\n
• Coordinating tickets that cross organizational boundaries to ensure customer satisfaction
\n

Skills required

\n
• Technical Service Desk background
\n
• Familiarity with ServiceNow
\n
• Multi-Lingual effective and fluent communication in language(s) (Native/almost native) English, Spanish and Italian
\n
• Excellent Customer service skills.
\n
• Demonstrate ability to troubleshoot and research application issues.
\n
• Ability to explain technical information to End Users with effective verbal and written communication.
\n
• Be able to set priorities and handle multiple tasks. Ability to determine the priority of a problem and act accordingly.
\n
• Adhere to Service Desk processes and procedures.
\n
• Present a positive, effective, and flexible contribution to achieving team targets and objectives.
\n
• Highly effective Team player:
\n
• Openly and willingly shares ideas, knowledge, and expertise.
\n
• Communicates constructively.
\n
• Willingness to learn new skills and be open to consider different ideas and alternatives.
\n