Service Desk Analyst (English And German Speaking)

Intuition IT Solutions Ltd; Chester; Hybrid; GBP 33,000 - 42,000; Full time

Job summary

Intuition IT Solutions Ltd in Chester is seeking a Service Desk Analyst for a hybrid, contracted role (Inside IR35). The position focuses on first-line support, incident logging, and ensuring SLAs are met.

Fluency in English and German is required. You will work on the IT service desk, troubleshoot issues, and coordinate with teams to resolve incidents, while following established procedures.

Qualifications

• Experience in a service desk role handling IT requests and incidents.
• Familiarity with ITIL processes and incident management would be advantageous.
• Fluent English and German communication skills are essential.

Responsibilities

• Work as part of the Shift system on the IT Service Desk.
• Receives and handles service requests following procedures.
• 1st line support: troubleshoot IT-related problems.
• Log incidents and service requests; maintain records.
• Monitor queues and assign tickets to resolve issues.
• Ensure SLAs are met and coordinate cross-team tickets.

Skills

Technical Service Desk background

ServiceNow

Multilingual English German

Customer service

Troubleshoot issues

Explain technical info

Prioritization

Service Desk processes

Team player

Tools

ServiceNow

Job description

Job Title: Service Desk Analyst
Location: Chester UK (Hybrid)
Employment type: Contract Inside Ir35

JD for the role:

Note: The client is looking for someone who can speak both English and German fluently.

Essential Duties and Responsibilities

• Work as part of the Shift system on the IT Service Desk


• Receives and handles requests for service, following agreed procedures.


• 1st line support: troubleshooting of IT related problems


• Promptly allocates calls as appropriate.


• Logs incidents and service requests and maintains relevant records:


• Identifies and classifies incident types and service interruptions


• Records incidents cataloging them by symptom and resolution


• Monitoring queues and assign tickets to appropriate resources for troubleshooting and ticket resolution.


• Monitoring queues to ensure SLAs are maintained.


• Assigning the tickets which are out of scope to Service Desk/Other Teams


• Coordinating tickets that cross organizational boundaries to ensure customer satisfaction

Skills required

• Technical Service Desk background


• Familiarity with ServiceNow


• Multi-Lingual effective and fluent communication in language(s) (Native/almost native) English, German


• Excellent Customer service skills.


• Demonstrate ability to troubleshoot and research application issues.


• Ability to explain technical information to End Users with effective verbal and written communication.


• Be able to set priorities and handle multiple tasks. Ability to determine the priority of a problem and act accordingly.


• Adhere to Service Desk processes and procedures.


• Present a positive, effective, and flexible contribution to achieving team targets and objectives.


• Highly effective Team player:


• Openly and willingly shares ideas, knowledge, and expertise.


• Communicates constructively.


• Willingness to learn new skills and be open to consider different ideas and alternatives.