IT Support Specialist

1 month ago

Chester, Cheshire, United Kingdom Proclinical Staffing Full time
Position Overview

Proclinical Staffing is looking for an IT Support Specialist who possesses fluency in German and a strong enthusiasm for technology. This position entails managing initial client interactions through various communication channels and delivering technical assistance to our international team. The ideal candidate will demonstrate teamwork, fostering positive relationships within the team and with end users. This role necessitates a dedication to investigating intricate issues and closing knowledge gaps.

Key Responsibilities

  • Manage incoming communications, including calls, chats, and tickets, and direct them to the appropriate support teams as needed.
  • Deliver IT assistance to employees and partners primarily in the EMEA region, with a global reach.
  • Record all activities in our ticketing system (ServiceNow) in accordance with our quality standards.
  • Conduct troubleshooting to resolve issues or escalate them to the relevant Tier 2 teams.
  • Investigate and resolve more complex application and business process challenges.
  • Provide follow-up and status updates to End Users regarding your open ticket queue.
  • Utilize the Knowledgebase to address inquiries from End Users and draft Knowledgebase articles.
  • Offer application and process training and serve as a Subject Matter Expert (SME) for fellow team members.
  • Assist with quality record evaluations as required.
  • Engage in application testing, upgrades, deployments, and internal Service Desk projects as necessary.
  • Occasionally perform translation reviews as needed.

Essential Skills and Qualifications

  • Fluency in German and a solid command of English.
  • Outstanding customer service abilities.
  • Proficient in troubleshooting and researching IT and application-related issues.
  • Capable of conveying technical information to End Users effectively.
  • Ability to prioritize tasks and manage multiple responsibilities.
  • Commitment to adhering to Service Desk processes and protocols.
  • Positive, effective, and adaptable contribution to achieving team goals and objectives.
  • Collaborative team player with a willingness to acquire new skills and consider diverse ideas and alternatives.
  • Basic understanding of the ITIL Framework and IT Service Management (ITSM).
  • Familiarity with Microsoft Office Suite.
  • Experience in Application Support and Microsoft Windows is preferred.
  • Background in supporting Life Sciences is advantageous.

Proclinical Staffing is a premier life sciences recruitment agency dedicated to connecting exceptional talent with outstanding opportunities across the globe. Proclinical Staffing operates as an Employment Agency in relation to this position.

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