German English speaker Level 1 Technical Support Analyst

Employer
Undisclosed Company
Location
Inverclyde
Salary
Up to £20000 per annum
Closing date
10 Nov 2020
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Due to continued growth, we are looking for a German/English speaking candidate to support our Client within their IT Service Desk environment.

As a German/English Level 1 Technical Analyst, your main responsibilities will be to:-

  • Act as a single point of contact between service providers and the Client on a day to day basis.
  • The focal point for reporting new incidents, requesting updates on existing incidents, and making service requests.
  • Be available to answer calls in both German and English from end-users
  • Manage chat and email queues
  • Demonstrate high levels of customer services skills to improve the end-user experience
  • Demonstrate a high level of technical ability to improve first-time fix rate
  • Arrange and perform customer callbacks to ensure a high level of desk fixes
  • Ensure all SLA targets are monitored, when working with tickets
  • 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 as part of a team
  • Promote and grow customer confidence in the service and teams ability


The ideal candidate will have:

  • Be able to speak both German and English fluently
  • have a good standard of communicating oral and writing both German and English
  • The Technical Support Analyst is required to be professional in both personal appearance and in their attitude to their job
  • They must be 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 Client Service Desk
  • Be prepared to attend meetings as the representative of the client Service Desk
  • Proactive to improve Service desk performance


The successful candidate will receive excellent benefits including a competitive salary, excellent holiday allowance plus free car parking, eye-care plus many more.


Interested? Apply now!

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