German Service Desk analyst Pay Rate: £130 per day 12 Month Contract Key Skills: Fluent in German Service Desk analyst.
Languages: Native/almost native German (fluency in another European language such as Spanish, French, Italian it's a plus) As a member of the Specialty Service Desk, you will be responsible for handling the initial client contact via telephone, email, chat, or portal and providing technical/application support to employees divisions globally.
Expectations include an ability to build rapport and develop good working relationships within the team, End Users, and other regional Service Desk teams.
Accept incoming calls, chats, tickets, redirect calls/tickets, if necessary, to appropriate support groups for resolution while setting End User expectations during the initial interaction.
Provide IT support to employees and partners mainly in EMEA but globally too.
• Create tickets and document all activities in ticket system (ServiceNow) in line with our quality standards.
• Provide application and process training and act as a SME/POC for other team members.
• Assist with Quality record reviews as needed.
• Participate in application testing, upgrades and deployment, and internal Service Desk projects as needed.
• Perform Ad-hoc translation reviews occasionally Native German, or almost native, required (another language such as Spanish, Italian or French is advantageous).
Good command of English • Excellent Customer service skills.
• Demonstrate ability to troubleshoot and research IT and application issues.
• Adhere to Service Desk processes and procedures.
• Present a positive, effective, and flexible contribution to achieving team targets and objectives.
• Drive quality, process improvement and innovation to optimize service delivery.
This position will require to work on shifts that may rotate every 2 weeks.
Our shifts are: 7-15, 8-16, 10-18 and occasionally 11-19 • Be able to work from the office at least 50% of the time (candidates must have a reliable home broadband connection when working from home).
• Expect to work on Bank Holidays periodically