Service desk analyst - #195809

W3Global


Date: 1 hour ago
City: Chester
Contract type: Contractor
JD For The Role

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) English, German(Native).
  • 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.
  • Be able to set priorities and handle multiple tasks. Ability to determine the priority of a problem and act accordingly.
  • Adhere to Service Desk processes and procedures.
  • Present a positive, effective, and flexible contribution to achieving team targets and objectives.
  • Highly effective Team player:
  • Openly and willingly shares ideas, knowledge, and expertise.
  • Communicates constructively.
  • Willingness to learn new skills and be open to consider different ideas and alternatives.

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