Job Summary:
The Service Desk Analyst plays a vital role in providing first-line support to business users across Europe through webchat, online, and phone channels. This position is responsible for incident management, troubleshooting, and resolving technical issues related to PCs, laptops, printers, mobile devices, email, and business applications.
About the Role:
This is an exciting opportunity for a motivated individual to join our team as a Service Desk Analyst. In this role, you will be working closely with various stakeholders to provide exceptional customer service and technical support. The ideal candidate will have excellent communication skills, a problem-solving mindset, and the ability to work effectively in a fast-paced environment.
Key Responsibilities:
- Provide first-line support to business users via webchat, phone, and online channels
- Perform triage, resolve incidents, and respond to queries on PC's, laptops, printers, mobile devices, and email and business applications
- Drive technical content and departmental procedures to the knowledge base
- Adhere to agreed service levels and promote quality measures
- Maintain accurate records of incident and request progress and resolution
Requirements:
- At least 1 year's experience in a related technical support role
- Fully proficient in German
- Excellent inter-personal skills
- Good problem-solving and troubleshooting skills
- Good working knowledge of IT business technologies; networks, servers, Windows operating system, PC hardware, Microsoft 365, MS Office, and major shrink-wrap business applications
- Experience of an ITSM ticketing tool such as ServiceNow
- Motivated to deliver a first-class customer service
- Handles challenges and difficult situations positively
- Willingness to learn and develop new skills
- Proven ability to self-manage and report on workload
Benefits:
We offer a comprehensive benefits package including competitive salaries and bonuses, robust Learning and Development support, excellent Defined Contribution pension, and comprehensive Wellbeing initiatives.
About Us:
Our company supports equal opportunities and strives to create an inclusive and growth-oriented environment where employees can achieve their potential. We celebrate diversity of thought and perspective and want all employees to feel valued, respected, and supported.