Service Desk Analyst
3 weeks ago
At Planet Pharma, we are seeking a skilled Service Desk Analyst to join our team. As a Service Desk Analyst, you will serve as the first point of contact for clients via phone, email, chat, or portal, providing technical and application support to employees across various global divisions.
Responsibilities:
- Respond to incoming calls, chats, and tickets, ensuring they are logged, redirected if necessary, and resolved while setting clear expectations during initial interactions.
- Create and document all activities in the ticketing system (ServiceNow) according to quality standards.
- Troubleshoot technical and application issues or escalate to Tier 2 teams as needed.
- Investigate and resolve complex application and business process issues, identifying trends where applicable.
- Provide timely status updates and follow-ups on open tickets to meet SLAs.
Required Skills and Qualifications:
- Native German language required. Proficiency in English is essential.
- Strong customer service and interpersonal skills.
- Proven ability to troubleshoot and research IT and application issues.
- Ability to explain technical concepts effectively in both verbal and written formats.
- Strong organizational skills to handle multiple tasks and prioritize effectively.
Additional Requirements:
- Flexibility: Ability to work rotating shifts every two weeks (7-15, 8-16, 10-18, and occasionally 11-19) and periodically on bank holidays.
- Hybrid Work: Must work from the office at least 50% of the time and have a reliable broadband connection for remote work.
The estimated salary for this position is $60,000 - $80,000 per annum, depending on experience.
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