Multilingual Service Desk Support Specialist
4 weeks ago
Role Overview
Claire's is seeking a dedicated Service Desk Analyst to join our team, providing critical IT and Operational Support to all Claire's stores across Europe.
As a Service Desk Analyst, you will serve as the first line of support, responsible for logging, categorising, and prioritising all incoming support calls.
Key Responsibilities:
Support:
- Accurately log, categorise, and prioritise all incoming contacts from Claire's retail stores, offices, and field teams across Europe.
- Utilise your training and knowledge to resolve calls where possible or assign them to appropriate 2nd and 3rd line support groups or external service providers.
- Monitor and track Service Desk tickets, ensuring updates and resolutions are met within SLA timelines.
Customer Service:
- Deliver exceptional customer service in all interactions, using your proficiency in multiple languages.
- Maintain high levels of internal and external customer satisfaction.
Documentation:
- Create knowledge articles for incident resolution and training.
- Contribute to ongoing Service Desk Service Improvement Plans.
Requirements:
- Fluent in French, German, and English (B2 level or above). Proficiency in Italian can be considered instead of French or German.
- Ability to work independently and take initiative.
- Strong problem-solving and communication skills.
- Excellent interpersonal abilities.
- Capacity to work under pressure and take ownership of tasks and issues.
- Availability to work weekends on a rota basis.
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