Service Desk Analyst 5271
German Speaking Service Desk Analyst
IT Customer Service Jobs with remote working. This role is for a German speaking Service Desk Analyst.
The role requires immediate starters for an initial 3-month fixed term employed contract. This role has a possible extension or we will consider day rate contractors. Also, this role is fully remote.
The role hours are 5 am to 2 pm as well as 1 pm to 10 pm.
Provide and maintain continuity of service for all desktop devices. This includes hardware, software, and connectivity. Resolve any technical issues which may occur within agreed contractual service levels.
Firstly, receive, scope, log, and process each customer ticket to known and agreed processes.
Carry out fault diagnosis, call vetting, and technical support to provide first-line ticket resolution or escalation.
For each customer ticket, identify and apply the correct priority, SLA, as well as category. Capture a full description of the issue.
Ensure that tickets are assigned to either 2nd Line Support or the correct resolution group when they cannot be resolved on a first-line fix basis. This is with clear, concise, and detailed information recorded on the individual ticket. This is to enable efficient call management and resolution within SLA.
Monitor, review, and chase outstanding tickets to ensure that they are responded to promptly. Also, follow defined operating procedures within agreed service levels.
Also, own tickets and ensure you update the customer throughout its lifecycle.
Utilize and update available Knowledge Bases to maximize the speed of resolution and improve customer satisfaction.
Ensure that all activities, including any chases or follow-ups, are added to call management toolsets, or any relevant customer databases to enable continuous support from ESP’s Global Service Desks.
Also, carry out call management in priority order, with the goal of reducing tickets that may breach contractual obligations. Manage customer expectations to reduce escalations and escalate in line with operating procedures where required.
Maintain high standards of customer service at all times to encourage an excellent experience.
Meet all Global Service Desk standards and agreed response times. Ensure that you follow up and log info from telephone calls and emails and add it to the correct ticket.
Finally, ensure you meet all telephony and email service levels.
Firstly, at least 2 years experience as a Service Desk Support.
Also, have a good knowledge of IT networks and IT fundamentals.
CompTIA A+ and, or MCP accreditation or equivalent job experience.
Also, have excellent use of MS Office Products.
Expert knowledge of call management systems, preferably ServiceNow.
Be self-motivated and willing to learn and adapt to any new change or situation.
Detailed and logical in your approach to problem solving.
Very good verbal and written communication skills.
CompTIA A+ and/or MCP accreditation or equivalent job experience.
Finally, have level B2, C1, and C2 German language.
So, if are looking for your next role, why not apply today?
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