At a Glance
- Tasks: Provide 1st line IT support and troubleshoot issues for users.
- Company: Join a dynamic team in Chester with a focus on customer satisfaction.
- Benefits: Flexible work schedule, competitive pay, and opportunities for skill development.
- Other info: Work in a collaborative environment with great career growth potential.
- Why this job: Be the first point of contact for tech issues and make a real difference.
- Qualifications: Fluent in English and Spanish, with a background in IT support.
The predicted salary is between 25000 - 32000 £ per year.
Language Requirements: Spanish + English
Role Parameters:
- Role Type: 50% work from home & 50% from onsite (alternating schedule)
- Location: Chester, UK (candidate must be within 50 km of client site)
Job Description:
- 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
- Monitors queues and assigns tickets to appropriate resources for troubleshooting and ticket resolution
- Ensures SLAs are maintained by monitoring queues
- Assigns tickets out of scope to Service Desk or other teams
- Coordinates tickets that cross organizational boundaries to ensure customer satisfaction
Skills Required:
- Technical Service Desk background
- Familiarity with ServiceNow
- Multilingual effective and fluent communication in English and Spanish (native/almost native)
- Excellent customer service skills
- Demonstrated ability to troubleshoot and research application issues
- Ability to explain technical information to end users with effective verbal and written communication
- Ability to set priorities and handle multiple tasks; determine the priority of a problem and act accordingly
- Adherence to Service Desk processes and procedures
- Positive, effective, and flexible contribution to achieving team targets and objectives
- Highly effective team player: openly shares ideas, knowledge, and expertise; communicates constructively
- Willingness to learn new skills and to consider different ideas and alternatives
Service desk Analyst L1 in Chester employer: W3Global
W3Global is an exceptional employer, offering a dynamic work environment in Aberdeen that fosters innovation and collaboration within the energy sector. Employees benefit from extensive travel opportunities, professional development, and a culture that values expertise and teamwork, making it an ideal place for seasoned Network Engineers to thrive and grow their careers.
We think you need these skills to ace Service desk Analyst L1 in Chester
Technical Service Desk background
Familiarity with ServiceNow
Fluent communication in English and Spanish
Excellent customer service skills
Troubleshooting skills
Ability to explain technical information
Effective verbal and written communication
