Service Desk Analyst
Posted 2 days ago by Dabster
Negotiable
Undetermined
Undetermined
Chester, England, United Kingdom
Summary: The Service Desk Analyst role at Dabster involves providing first-line IT support within a dynamic team for a leading financial service provider in Chester, UK. The position requires bilingual proficiency in French and English, along with strong customer service skills and technical troubleshooting abilities. The analyst will manage service requests, log incidents, and ensure adherence to service level agreements while collaborating with various teams to enhance customer satisfaction.
Key Responsibilities:
- Work as part of the Shift system on the IT Service Desk.
- Receive and handle requests for service, following agreed procedures.
- Provide 1st line support: troubleshooting of IT related problems.
- Promptly allocate calls as appropriate.
- Log incidents and service requests and maintain relevant records.
- Identify and classify incident types and service interruptions.
- Record incidents cataloging them by symptom and resolution.
- Monitor queues and assign tickets to appropriate resources for troubleshooting and ticket resolution.
- Ensure SLAs are maintained.
- Assign tickets that are out of scope to Service Desk/Other Teams.
- Coordinate tickets that cross organizational boundaries to ensure customer satisfaction.
Key Skills:
- Technical Service Desk background.
- Familiarity with ServiceNow.
- Multi-Lingual effective and fluent communication in French, Spanish, Italian, and Portuguese.
- Excellent customer service skills.
- Ability to troubleshoot and research application issues.
- Effective verbal and written communication skills.
- Ability 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.
- Highly effective team player.
- Willingness to learn new skills and consider different ideas and alternatives.
Salary (Rate): undetermined
City: Chester
Country: United Kingdom
Working Arrangements: undetermined
IR35 Status: undetermined
Seniority Level: undetermined
Industry: IT
About Us: At Dabster, we specialize in connecting exceptional talent with leading global companies. We are currently seeking a Service Desk to join our client’s dynamic team in Chester, UK . Backed by one of the world’s leading financial service providers, our client is shaping the future of digital retail banking with innovative products and services. Language requirements - Below is the requirement: French + English
Who You Will Work With: Our client is a globally recognized technology company delivering IT services, consulting, and business solutions. They partner with leading organizations worldwide to drive digital transformation, leveraging innovation and deep industry expertise to solve complex business challenge
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.
- 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.
How to Apply
Apply by submitting your resume today, showcasing your relevant experience and passion for the position via LinkedIn Easy Apply or directly to james.a@dabster.net.