German Speaking Level 1 Analyst

Undisclosed Company
Greenock, Inverclyde
Up to £17000 per annum + Benefits
07 Mar 2018
21 Mar 2018
Manpower UK
Job Type
Job Title - Level 1 Analyst Role
Salary - £17,000 per year


The objective of the Service Desk is the single point of contact between service providers and the Client on a day to day basis. It is also a focal point for reporting new incidents, requesting updates in existing incidents and making service requests and logging Service Requests. The CSC has an obligation to keep the client informed of service events, actions and service opportunities that are likely to impact the Client service or operation. CSC is accountable for accurately capturing relevant statistical data, measuring SLAs and reporting variance in delivery performance to the Service Reporting function.


Work as part of a team, co-ordinated by their Service Leaders
Have a detailed understanding of Service Desk responsibilities and service level target
Grow thorough knowledge of all Procedures and Processes
Gain an understanding of the company structure and location
Increase your understanding of the support provided by the Service Desk
Handle calls and logging in a timely manner, and that all Service Level Agreements are met
Knowledge of all tools used: Remedy, IMKD, Forum, Mail-in databases
Provide a fabulous level of Customer service
Answer all telephone calls in a polite and professional manner
Provide customer service support for Call Management queries
Respond to customer enquiries within SLA
Achieve high level of fix on phone
Call dispatch to resolver teams
Log all Password / PIN resets as a First Time Fix
Pass high severity cases through to Production Service Management where appropriate
Update customers on tickets
Chase resolver Groups for ticket resolution
Confirm ticket resolution and closure
Assist, where necessary, in any additional tasks from Service Leaders
Be an effective team member, contributing ideas within and also outside areas of responsibility
Maintain effective communication with the Service Desk team members and resolver groups
Work with Service Leaders to actively improve the service
Attend Service Desk meetings as required
Respond positively and promptly to all complaints and demonstrate actions to prevent recurrence
Ensure e-mails are managed within the agreed timescales on a daily basis
Highlight to leadership if assistance with managing workload is required


Pro-active and able to work on their own initiative, ensuring a high level of professionalism is maintained at all times within the group.
Able to communicate and negotiate with personnel of all levels.
Have the ability to deal with people at all levels both internally and externally in an efficient and courteous manner.
Take a Quality approach to all work carried out in the department and ensure all processes and procedures are documented in compliance with ISO
Follow all documented Processes and Procedures for the Service Desk
Be prepared to attend meetings as the representative of the Service Desk
Continually strive to improve existing processes and identify new steps or gaps where necessary

Working Hours - Flexible between the hours of 06.00 and 18.00

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