Service desk Analyst L1 - German + English in Chester

Essential Duties and Responsibilities

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

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