Solve IT Consultant
Service desk analyst [German]
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About Us
Solve IT Consultant is a global talent solutions partner supporting clients across the USA, UK, Europe, Singapore, GCC, Malaysia, and India. We specialize in recruitment, staffing, and workforce solutions across diverse industries and business domains.
With a proven track record of delivering quality talent and reliable hiring support, we help organizations meet their evolving workforce needs efficiently and cost-effectively. Our commitment to excellence, agility, and long-term partnerships has enabled us to successfully serve clients worldwide.
Role
Service Desk Analyst
Role Type: 50% work from home & 50% from onsite
Location: Chester, UK
Type: Contract
Language Requirements:
- Resource 1: German + English
Please consider these parameters and refine your search as we still need CV for this role. Kindly share CV on priority.
- Role Type: 50% work from home & 50% from onsite - For the WFH / WFO, let me clarify – the requirement is 50% from office. That translates to: 1 week – it’s 2 days at office, and the second week, it’s 3 days at office and keep that pattern.
- Location: Chester, UK (Resource has to be within 50 KM distance of client site, Please specify while submitting CV).
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Job Description (JD) for the Role
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 assigning 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.
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Skills Required
- Technical Service Desk background.
- Familiarity with ServiceNow.
- Multi-Lingual effective and fluent communication in language(s) (Native/almost native) English, Spanish and Italian.
- 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.
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