IT Service Desk Professional
5 days ago
Hobson Prior Ltd is seeking an experienced IT Service Desk Professional to join their team on a 12-month rolling contract. This role involves providing technical and application support to employees globally, with a focus on delivering exceptional customer experiences.
Key Responsibilities:- Deliver high-quality IT support via various channels, including calls, chats, and emails.
- Create and manage support tickets, ensuring accurate documentation and efficient issue resolution.
- Analyze complex problems and implement effective solutions or escalate to higher support levels as needed.
- Conduct research to identify trends and areas for improvement in support processes and procedures.
- Follow up on open tickets to ensure timely resolution and maintain high levels of customer satisfaction.
- Contribute to the development and maintenance of the knowledge base to enhance support efficiency and effectiveness.
- Provide training and act as a point of contact for team members to promote knowledge sharing and best practices.
- Assist with quality reviews and participate in internal projects to drive continuous improvement.
- Occasionally perform translation reviews to ensure accuracy and consistency.
- Bachelor's Degree or equivalent experience in a related field.
- Familiarity with ITIL and ITSM frameworks is a plus.
- Previous experience working in a technical support role is essential.
- Fluency in German is required; additional languages like Spanish, Italian, or French are an asset.
- Excellent customer service skills with the ability to communicate complex technical issues clearly.
- Strong organizational skills and ability to prioritize tasks effectively.
- Team player with a positive attitude and willingness to learn and adapt.
- Flexibility to work rotating shifts and occasional bank holidays.
- Ability to work from the office 50% of the time and have a reliable home internet connection.
$60,000 - $70,000 per annum, depending on experience.
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