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Job Reference ST6982
Location Cardiff
Salary / Hourly Rate £18k
Sector IT
Job Type Permanent
Details Full Time
Date Posted 6 Jan 2020

Job Description

Level 1 Service Desk Analyst (German Speaker)
£18k per annum
Full time, 12 month FTC
Our client is a global provider of IT Resources, IT Managed Services and flexible, ad-hoc IT Resource and Project Support.
Job purpose
The purpose of this role will be to provide 1st level support for our client’s customer users and Dealers as part of the Service Desk team based in Cardiff.
Position Objectives and Responsibilities:
• Primary objective is to provide 1st Line support for the new project that goes live September 2019. The countries of main responsibility will include, Germany, Switzerland and Austria.
• Be readily available to answer phone calls, emails and web portal requests from the users in a professional and efficient manner.
• Provide timely, first call resolution to technical support issues while following company standards
• Escalate incidents to Level 2 Service Desk Analysts or Resolver groups.
• Provide accurate and updated information on incidents assigned to the Service Desk until the reported incidents are resolved.
• Maintain a high degree of customer service for all support requests.
• Log and monitor all incidents to aid in identifying potential problem trends.
• To remotely control users’ PCs to investigate, diagnose and resolve issues.
• Required to a shift pattern (including weekends) and offer on call support.
• Ensure that the Service Desk processes and procedures are followed in compliance with Customer’s security and audit requirements

Qualifications & Experience
• Understanding of ITIL Best Practice for Service Desk
• Understanding of key ITIL Service Management areas

Key skills and Knowledge
• Has the ability to provide Level 1 IT support
• A general knowledge of IT systems and infrastructure with an ability to learn new tools/areas quickly
• Strong knowledge of Microsoft based operating systems and suites
• A strong focus on service delivery and customer satisfaction
• Good attention to detail with a methodical and thorough approach to work
• Ability to stay calm under pressure
• Organized and good at juggling tasks and prioritizing
• Highly organized with excellent communication skills
• Great communication skills
• Great time management and ability to prioritise multiple responsibilities
• Good written and verbal presentation skills

Language Skills:
• English – essential
• German – essential and preferred
• Additional European languages advantageous – French/Spanish/Portuguese/Polish/Dutch

Privacy Notice
St David Recruitment Services is an Employment Agency providing work-finding services to our clients, candidates and work-seekers. Our Company must process personal data so that we can provide these services and in doing so, the Company acts as a Data Controller.
As a candidate, you may provide personal details to our Company directly in CV form or via our website. Alternatively, we may collect them from another source such as a third party jobs board. As a business, we must have a legal basis for processing personal data and in turn providing work-finding services. In the event that you are a candidate who has formally registered with St David Recruitment Services, please be advised that personal data is processed on the legal basis of ‘Contractual Obligation;’ the processing is necessary for the performance of a contract. In all other instances, where we receive personal data via direct or indirect means, either supplied by yourself or obtained via a public forum, we process data on the basis of ‘Legitimate Interest;’ processing is necessary for the purposes of our legitimate interest to provide work-finding services.
St David Recruitment Services will only share personal data with clients who have authorised us to source prospective candidates for permanent or temporary employment. Specific company names will be disclosed in advance of any data being shared.
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