Service Desk Analyst

1 month ago

Chester, United Kingdom Gibbs Hybrid Full time

Service Desk Analyst - German Speaking - 12 months


New opening for a Service Desk Analyst with our award winning Pharmaceutical client in Cheshire. They are expanding their team and have an opportunity for someone to provide 1st line support to the rest of the business.


Initially this will be a 12 month contract and will include 25 days holiday plus bank holidays. The hourly rate available is £19/hour. Hybrid working will be available, with the offices located in Chester (hybrid working).


As a member of the Service Desk, you will be responsible for handling the initial client contact via telephone, email, chat, or portal and providing technical/application support to employees all across the globe


Role Requirements:

• Accept incoming calls, chats, tickets, redirect calls/tickets, if necessary, to appropriate support groups for resolution while setting End User expectations during the initial interaction.

• Create tickets and document all activities in the ticket system (ServiceNow)

• Perform troubleshooting to resolve or escalate to the appropriate Tier 2 teams..

• Provide follow-up and status update inquiries to End Users on your open ticket queue and ensure every effort is made to meet SLA’s..

• Assist with Quality record reviews as needed.

• Participate in application testing, upgrades and deployment, and internal Service Desk projects as needed.


Skills required

• Native German, or almost native, required (another language such as Spanish, Italian or French is advantageous). Good command of English

• Excellent Customer service skills.

• Demonstrate ability to troubleshoot and research IT and 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).

• Drive quality, process improvement and innovation to optimize service delivery.


Expectations include an ability to build rapport and develop good working relationships within the team, End Users, and other regional Service Desk teams.


Ideally you will be familiar working within an ITIL framework and be proficient using the Microsoft Office suite. Experience with ServiceNow will also be highly beneficial, although not essential.


If you are fluent in German and have prior experience providing 1st line support or working on a Service Desk. Please send a copy of your CV via the link below without delay

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