Level 1 Service Desk Analyst (German Speaker)
£18k per annum
Full time, 12 month FTC
Our client is a global provider of IT Resources, IT Managed Services and flexible, ad-hoc IT Resource and Project Support.
The purpose of this role will be to provide 1st level support for our client’s customer users and Dealers as part of the Service Desk team based in Cardiff.
Position Objectives and Responsibilities:
•Primary objective is to provide 1st Line support for the new project that goes live September 2019. The countries of main responsibility will include, Germany, Switzerland and Austria.
•Be readily available to answer phone calls, emails and web portal requests from the users in a professional and efficient manner.
•Provide timely, first call resolution to technical support issues while following company standards
•Escalate incidents to Level 2 Service Desk Analysts or Resolver groups.
•Provide accurate and updated information on incidents assigned to the Service Desk until the reported incidents are resolved.
•Maintain a high degree of customer service for all support requests.
•Log and monitor all incidents to aid in identifying potential problem trends.
•To remotely control users’ PCs to investigate, diagnose and resolve issues.
•Required to a shift pattern (including weekends) and offer on call support.
•Ensure that the Service Desk processes and procedures are followed in compliance with Customer’s security and audit requirements
Qualifications & Experience
•Understanding of ITIL Best Practice for Service Desk
•Understanding of key ITIL Service Management areas
Key skills and Knowledge
•Has the ability to provide Level 1 IT support
•A general knowledge of IT systems and infrastructure with an ability to learn new tools/areas quickly
•Strong knowledge of Microsoft based operating systems and suites
•A strong focus on service delivery and customer satisfaction
•Good attention to detail with a methodical and thorough approach to work
•Ability to stay calm under pressure
•Organized and good at juggling tasks and prioritizing
•Highly organized with excellent communication skills
•Great communication skills
•Great time management and ability to prioritise multiple responsibilities
•Good written and verbal presentation skills
•English – essential
•German – essential
•Additional European languages advantageous – French/Spanish/Portuguese/Polish/Dutch