Role: Service Desk Analyst Location: Hybrid, Chester Job Description As a member of the Specialty Service Desk, you will serve as the first point of contact for clients via phone, email, chat, or portal, providing technical and application support to employees across various global divisions.
This role requires building strong rapport with team members, end-users, and other regional Service Desk teams.
You will need a proactive attitude to research and resolve complex issues and address knowledge gaps effectively.
Key Responsibilities: Client Interaction : Respond to incoming calls, chats, and tickets, ensuring they are logged, redirected if necessary, and resolved while setting clear expectations during initial interactions.
Ticket Management : Create and document all activities in the ticketing system (ServiceNow) according to quality standards.
Technical Support : Troubleshoot technical and application issues or escalate to Tier 2 teams as needed.
Problem-Solving : Investigate and resolve complex application and business process issues, identifying trends where applicable.
Follow-Up : Provide timely status updates and follow-ups on open tickets to meet SLAs.
Knowledge Management : Use the Knowledgebase to address inquiries and contribute by drafting articles to fill knowledge gaps.
Mentorship : Offer application and process training to team members and act as a subject matter expert or point of contact.
Quality Assurance : Assist with reviewing quality records as needed.
Project Participation : Support application testing, upgrades, deployments, and internal projects.
Translation Assistance : Perform occasional ad-hoc translation reviews.
Required Skills: Languages : Native German required.
Proficiency in English is essential.
Customer Service : Strong customer service and interpersonal skills.
Technical Aptitude : Proven ability to troubleshoot and research IT and application issues.
Communication : Ability to explain technical concepts effectively in both verbal and written formats.
Prioritization : Strong organizational skills to handle multiple tasks and prioritize effectively.
Teamwork : Collaborative mindset, willingness to share knowledge, and openness to learning new skills.
Process Improvement : Commitment to driving quality and innovation in service delivery.
Qualifications and Experience: Education : Minimum of a High School Diploma; a Bachelor's Degree is preferred.
Technical Knowledge : Basic understanding of the ITIL framework and ITSM.
Experience in a technical support or Service Desk environment, including tools like ServiceNow and telephony systems.
Proficiency with Microsoft Office Suite and Windows; application support experience is preferred.
Industry Experience : Familiarity with Life Sciences is a plus.
Additional Requirements: Flexibility : Ability to work rotating shifts every two weeks (7-15, 8-16, 10-18, and occasionally 11-19) and periodically on bank holidays.
Hybrid Work : Must work from the office at least 50% of the time and have a reliable broadband connection for remote work.