Service Desk Analyst
Summary: The Service Desk Analyst role requires bilingual proficiency in Italian and English, with a focus on providing first-line IT support. The position is a contract for 6 months, involving a hybrid working arrangement of 50% on-site and 50% remote, with a specific schedule of office days. Key responsibilities include troubleshooting IT issues, logging incidents, and ensuring customer satisfaction through effective communication and teamwork. Candidates should possess a technical service desk background, familiarity with ServiceNow, and excellent customer service skills. The role demands the ability to prioritize tasks, troubleshoot application issues, and adhere to established service desk processes while contributing positively to team objectives.
Role – Service Desk (Italian + English)
Location – Chester , UK ( 50% work from home & 50% from onsite)
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 2 days at office, and the second week, it’s 3 days at office and keep that pattern
Position type: Contract (6 months)
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 cataloguing 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) Italian
- 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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