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:

• 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.
• Create tickets and document all activities in ticket system (ServiceNow) in line with quality standards.
• Perform troubleshooting to resolve or escalate to the appropriate Tier 2 teams.
• Utilize Knowledgebase to address End User inquiries and create Knowledgebase draft articles to address knowledge gaps.
• Participate in application testing, upgrades and deployment, and internal Service Desk projects as needed.

• Native German, or almost native, required (another language such as Spanish, Italian or French is advantageous). Good command of English.
• Demonstrate ability to troubleshoot and research IT and application issues.
• Ability to explain technical information to End Users with effective verbal and written communication.
• Basic understanding of ITIL Framework and ITSM.
• 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.

Apply:

It is essential that applicants hold entitlement to work in the UK. Please quote job reference 105623 in all correspondence.

Please note: 

This role may be subject to a satisfactory basic Disclosure and Barring Service (DBS) check.