IT Service Desk Analyst in Chester

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(Native).

• 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.