Service Desk Analyst
UK Visa Sponsorship Analytics
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Job Title: Service Desk Engineer
Location: Chester, UK (Hybrid)
Employment type: Contract
JD for the role:
Language Requirement (Mandatory):
Candidates must be proficient in:
Service Desk - Spanish + Portuguese
OR
Service Desk - German + English.
OR
Service Desk - Italian + English
Detailed Job Description:
Essential Duties and Responsibilities
- Work as part of the Shift system on the IT Service Desk
- Receives and handles requests for service, following agreed procedures.
- 1st line support: troubleshooting of IT related problems
- Promptly allocates calls as appropriate.
- Logs incidents and service requests and maintains relevant records:
- Identifies and classifies incident types and service interruptions
- Records incidents cataloging them by symptom and resolution
- Monitoring queues and assign tickets to appropriate resources for troubleshooting and ticket resolution.
- Monitoring queues to ensure SLAs are maintained.
- Assigning the tickets which are out of scope to Service Desk/Other Teams
- Coordinating tickets that cross organizational boundaries to ensure customer satisfaction
Skills required
- Technical Service Desk background
- Familiarity with ServiceNow
- Multi-Lingual effective and fluent communication in language(s) (Native/almost native) French, Spanish, Italian and Portuguese
- Excellent Customer service skills.
- Demonstrate ability to troubleshoot and research application issues.
- Ability to explain technical information to End Users with effective verbal and written communication.
Willingness to learn new skills and be open to consider different ideas and alternatives