Service Desk Analyst

HR Ways; London; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading technical recruitment firm in London is seeking a Support Technician to assist international customers with helpdesk queries, equipment configuration, and software installation. A suitable candidate will have at least 1 year of IT experience, be fluent in both English and French, and possess excellent problem-solving skills. This role focuses on providing high-quality support to clients in a dynamic environment.

Qualifications

• 1 year of previous IT experience in Customer Service & Technical Support.
• Good working knowledge of Windows OS, Internet browsers, Antivirus and Firewall software.
• ITIL knowledge and certification would be an asset.

Responsibilities

• Provide hardware/software/network problem diagnosis/resolution.
• Route problems to the internal support group.
• Coordinate and manage relationships with vendors.
• Administer User Access in various systems.
• Document and manage problems using Call Tracking System.

Skills

Fluent in English and French

Excellent communication skills

Great customer handling skills

Ability to acquire new information quickly

Understanding of IT environment

Tools

MS Office

ServiceNow

Jira

Remedy

Job description

About the company

About the company: Our client is a global technology company delivering cutting-edge digital, engineering, cloud, and AI solutions across industries in 60 countries with 1000+ company strengths.

Job Description

To perform a support role for our international customers on helpdesk queries, equipment configuration, backup maintenance, and software installation/ uninstallation. The primary objective will be to provide answers to clients by identifying problems, researching solutions, and guiding them through corrective steps.

Key Responsibilities

• Provide hardware/software/network problem diagnosis/resolution via telephone for customers\' end users.

• Route problems to the internal support group.

• Coordinate and manage relationships with vendors, working closely with support staff to acquire technical knowledge.

• Administer and provide User Access in various systems.

• Use the Call Tracking System to document and manage problems, work requests, and their respective resolutions and circumventions.

• Excellent communication and conversation skills (both verbal and written).

• Fluent in English and French.

• Great customer handling skills and resourcefulness, vital for dealing with unforeseen situations.

• Ability to acquire new information quickly and the willingness to do so at all times.

Skills Requirements

• Understanding of the IT environment and readiness to learn new processes and technologies.

• Good working knowledge of Windows OS, MS Office, Internet browsers, Antivirus and Firewall software, and PC hardware.

• ITIL knowledge and certification would be an asset.

• Understanding and experience of ITSM tools like ServiceNow, Remedy, Jira, etc.

Certification & Experience

• 1 year of previous IT experience (Customer Service & Technical Support)

Other Details

• Experience: 1+ years

• Location: London

• Apply at [e-mail] (not com)

About HR Ways

HR Ways is an award-winning Technical Recruitment Firm helping software houses and IT Product companies internationally and locally to find IT Talent. HR Ways is engaged by 300+ Employers worldwide, ranging from the world's biggest SaaS Companies to the most competitive Startups. We have entities in Dubai, Canada, the US, the UK, Pakistan, India, Saudi Arabia, Portugal, Brazil, and other parts of the world. Join our WhatsApp Channel https://shorturl.at/983az to stay updated or visit www.hrways.co to know more.