Technical Service Specialist

15 hours ago


Chester, Cheshire, United Kingdom Planet Pharma Full time
About the Role

We are seeking a skilled Technical Service Specialist to join our Specialty Service Desk team at Planet Pharma. The successful candidate 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.

This role requires building strong rapport with team members, end-users, and other regional Service Desk teams. As a proactive problem-solver, you will need to research and resolve complex issues effectively, addressing knowledge gaps and providing timely status updates.

The ideal candidate will have a basic understanding of the ITIL framework and ITSM, experience in a technical support or Service Desk environment, including tools like ServiceNow and telephony systems. Proficiency with Microsoft Office Suite and Windows is also essential.

Responsibilities:

  • Client Interaction: Respond to incoming calls, chats, and tickets, ensuring they are logged, redirected if necessary, and resolved while setting clear expectations during initial interactions.
  • Ticket Management: Create and document all activities in the ticketing system according to quality standards.
  • Technical Support: Troubleshoot technical and application issues or escalate to Tier 2 teams as needed.

A salary of $60,000 - $80,000 per annum is available, depending on experience, along with flexible working arrangements, including rotating shifts and occasional work on bank holidays.



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