Service Desk Professional

3 weeks ago


Chester, Cheshire, United Kingdom Planet Pharma Full time
Service Desk Professional

We are looking for a highly skilled Service Desk Professional with native German language proficiency to join our team at Planet Pharma.

Job Description:

The successful candidate will be responsible for delivering exceptional customer service and technical support to employees across various global divisions, primarily in German. This role requires a strong understanding of IT service management principles, including ITIL framework, and excellent communication and problem-solving skills.

Key Responsibilities:

  • Customer Service: Provide timely and effective responses to incoming calls, chats, and tickets in German, ensuring they are logged, redirected if necessary, and resolved while setting clear expectations during initial interactions.
  • Technical Support: Troubleshoot technical and application issues or escalate to Tier 2 teams as needed.
  • Problem-Solving: Investigate and resolve complex application and business process issues, identifying trends where applicable.
  • Knowledge Management: Use the Knowledgebase to address inquiries and contribute by drafting articles to fill knowledge gaps.
  • Mentorship: Offer application and process training to team members and act as a subject matter expert or point of contact.
  • Quality Assurance: Assist with reviewing quality records as needed.
  • Project Participation: Support application testing, upgrades, deployments, and internal projects.
  • Translation Assistance: Perform occasional ad-hoc translation reviews.

Salary: $62,000 - $82,000 per annum, depending on experience.

Location: Chester, UK.



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