It Service Desk Analyst- German Speaking

Job Description 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