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Service Desk
4 months ago
Our client, a global leading consultancy, is currently seeking a Service Analyst to join their team . This is a unique opportunity to work with industry experts and contribute to high-profile projects while ensuring the delivery of compliant and traceable project documentation.
Serve as the first point of contact for end-users experiencing IT issues, providing immediate assistance and resolution.
- Log, categorize, and prioritize incoming help desk tickets, ensuring accurate documentation and timely follow-up.
- Troubleshoot and resolve common technical problems related to Dell and Apple hardware within a Windows environment.
- Guide users through step-by-step solutions via phone, email, or remote assistance tools.
- Escalate complex issues to second line support or other technical teams when necessary.
- Maintain a high level of customer service, adhering to the White Glove Service standards.
- Collaborate with team members to share knowledge and improve overall service delivery.
- Support the setup and configuration of new user accounts and hardware, ensuring readiness for new employees.
- Provide feedback on recurring technical issues to contribute to the continuous improvement of IT services.
- Be available for weekend support on an exceptional basis, as required by the business needs.
Strong proficiency in supporting both Dell and Apple hardware in a Windows environment.
- Excellent communication skills in English
- A major plus if candidate can speak German
- Ability to work independently and as part of a team, with a strong commitment to customer service excellence.
- Familiarity with IT service management tools and processes, including ticketing systems and remote support software.
- Willingness to work standard business hours with the option for weekend support as needed.
