Service Desk Analyst

Role Name : Service Desk -- Level 1 Analyst

Type : Contract – Inside IR35

Location : Chester, UK

Hybrid/Remote :Hybrid

Language : Spanish (native) + Italian (Native) + English

: Spanish + English

: German + English

We have 3 roles, you can apply if you have any one of them.

Role Type: 50% work from home & 50% from onsite - For the WFH / WFO, let me clarify – the requirement is 50% from office.

That translates to : 1 week – it’s 3 days at office, and the second week, it’s 2 days at office and keep that pattern

JD for the role:

Essential Duties and Responsibilities

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• Work as part of the Shift system on the IT Service Desk
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• Work as part of the 11x7 Shift system on the IT Service Desk
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• Receives and handles requests for service, following agreed procedures.
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• 1st line support: troubleshooting of IT related problems
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• Promptly allocates calls as appropriate.
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• Logs incidents and service requests and maintains relevant records:
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• Identifies and classifies incident types and service interruptions
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• Records incidents cataloguing them by symptom and resolution
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• Monitoring queues and assign tickets to appropriate resources for troubleshooting and ticket resolution.
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• Monitoring queues to ensure SLAs are maintained.
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• Assigning the tickets which are out of scope to Service Desk/Other Teams
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• Coordinating tickets that cross organizational boundaries to ensure customer satisfaction
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Skills required

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• Technical Service Desk background
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• Familiarity with ServiceNow
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• Excellent Customer service skills.
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• Demonstrate ability to troubleshoot and research application issues.
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• Ability to explain technical information to End Users with effective verbal and written communication.
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• Be able to set priorities and handle multiple tasks. Ability to determine the priority of a problem and act accordingly.
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• Adhere to Service Desk processes and procedures.
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• Present a positive, effective, and flexible contribution to achieving team targets and objectives.
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• Highly effective Team player:
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• Openly and willingly shares ideas, knowledge, and expertise.
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• Communicates constructively.
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• Willingness to learn new skills and be open to consider different ideas and alternatives.
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