IT Service Desk Professional

5 days ago


Chester, Cheshire, United Kingdom Hobson Prior Ltd Full time
Job Title: IT Service Desk Professional

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:
  1. Deliver high-quality IT support via various channels, including calls, chats, and emails.
  2. Create and manage support tickets, ensuring accurate documentation and efficient issue resolution.
  3. Analyze complex problems and implement effective solutions or escalate to higher support levels as needed.
  4. Conduct research to identify trends and areas for improvement in support processes and procedures.
  5. Follow up on open tickets to ensure timely resolution and maintain high levels of customer satisfaction.
  6. Contribute to the development and maintenance of the knowledge base to enhance support efficiency and effectiveness.
  7. Provide training and act as a point of contact for team members to promote knowledge sharing and best practices.
  8. Assist with quality reviews and participate in internal projects to drive continuous improvement.
  9. Occasionally perform translation reviews to ensure accuracy and consistency.
Requirements:
  • 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.
Estimated Salary:

$60,000 - $70,000 per annum, depending on experience.



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