Service Desk Analyst
CK Group are recruiting for a German Speaking - Service Desk Analyst to join a global pharmaceutical company, based in Chester on a contract basis for 12 months.
This is a multilingual role. Applicants must speak native or nearly native German and English. Any other European language would be an advantage.
This is a shift based role, rotating every two weeks. The shifts are: 7-15, 8-16, 10-18 and occasionally 11-19.
Salary:
£19.00 per hour.
Service Desk Analyst Role:
1. 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.
2. Create tickets and document all activities in ticket system (ServiceNow) in line with quality standards.
3. Perform troubleshooting to resolve or escalate to the appropriate Tier 2 teams.
4. Utilize Knowledgebase to address End User inquiries and create Knowledgebase draft articles to address knowledge gaps.
5. Participate in application testing, upgrades and deployment, and internal Service Desk projects as needed.
Your Background :
6. Native German, or almost native, required (another language such as Spanish, Italian or French is advantageous). Good command of English.
7. Demonstrate ability to troubleshoot and research IT and application issues.
8. Ability to explain technical information to End Users with effective verbal and written communication.
9. Basic understanding of ITIL Framework and ITSM.
10. Experience with MS Office, application support and Windows.
Company:
Our client is the global leader in enabling pharma, biotech, and consumer health partners to optimize product development, launch, and full life-cycle supply for patients around the world. They have the goal of putting patients first and to help people around the world live better and healthier lives.
Location:
This role is based at our clients site in Chester.