Service Desk Analyst

2 months ago

Chester, Cheshire, United Kingdom Proclinical Staffing Full time

Proclinical is seeking a Service Desk Analyst who is fluent in German and English. The ideal candidate will be a part of our Specialty Service Desk team, providing technical and application support to our global employees. This role requires excellent communication skills, a strong ability to troubleshoot IT issues, and a commitment to delivering high-quality customer service.

Please note that to be considered for this role you must have the right to work in this location.

Responsibilities:

Handle initial client contact via various channels and provide technical support.Document all activities in our ticket system (ServiceNow) in line with our quality standards.Perform troubleshooting to resolve or escalate issues to the appropriate teams.Research and resolve complex application and business process issues.Provide follow-up and status updates to end users on open tickets.Utilize Knowledgebase to address end user inquiries and create draft articles to address knowledge gaps.Provide application and process training and act as a subject matter expert for other team members.Participate in application testing, upgrades, and deployment, and internal Service Desk projects as needed.Perform occasional ad-hoc translation reviews. Key Skills and Requirements:Fluency in German and English is required. Knowledge of another European language such as Spanish, Italian or French is advantageous.Excellent customer service skills.Ability to troubleshoot and research IT and application issues.Ability to explain technical information to end users effectively.Ability to set priorities and handle multiple tasks.Adherence to Service Desk processes and procedures.Team player with a positive, effective, and flexible contribution to achieving team targets and objectives.Drive for quality, process improvement, and innovation to optimize service delivery.Basic understanding of ITIL Framework and ITSM.Experience in a technical support environment, and/or Service Desk environment preferred.Experience with Microsoft Office Suite required.Experience with Application Support and Microsoft Windows preferred.Experience supporting Life Sciences is a plus.
In addition, candidates must:Have flexibility for working hours. This position will require to work on shifts that may rotate every 2 weeksBe able to work from the office at least 50% of the time (candidates must have a reliable home broadband connection when working from home)Expect to work on Bank Holidays periodically Apply Now:

If you are interested in learning more or applying to this exciting opportunity, please complete the form below and attach a copy of your CV. Alternatively, for further details or to talk directly to a life sciences recruitment specialist, please request a call back at the top of this page.


If you are having difficulty in applying or if you have any questions, please contact Joshua Bye at

Proclinical is a specialist employment agency and recruitment business, providing job opportunities within major pharmaceutical, biopharmaceutical, biotechnology and medical device companies.

Proclinical Staffing is an equal opportunity employer.

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