Resourcing (SDR)  >  The SDR Jobs Board  >  SDR, Service Desk Analyst (German, French and English speaking)

SDR, Service Desk Analyst (German, French and English speaking)

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Salary: £20,000 - £26,000 Per annum + Benefits

Location: Reading, Berkshire

Essential: German, French and English Speaking

To apply click here to send us your CV and cover letter >>

Please reference the job title and location in the subject of your email

Position Overview 

The Service Desk offers a prompt and professional ticket handling service to customers and support the Security and Technical Services teams working on problem resolution. In addition they manage their own non-technical case load and provide cover for the Technical Support Desk Representatives.

Key Accountabilities

As a Service Desk Analyst, your responsibilities will include: 

  • Monitoring the mail boxes, processing emails and taking telephone calls in English, German and French ensuring all incoming queries are dealt with within the relevant SLAs
  • Logging new tickets in the Helpdesk system, validating customer support entitlement and liaising with the customer and other teams to ensure all relevant information is captured
  • Proactively managing ticket progress for all ticket types and maintaining close liaison with Security Analysts to ensure that customers are helped as effectively as possible
  • Raising and monitoring tickets with third party vendors, and managing other non-technical tickets
  • Maintaining accurate and sufficiently detailed documentation of work performed
  • Adhering to escalation and call management processes and procedures
  • Interacting efficiently with other team members and colleagues in order to progress work as required
  • Sharing knowledge with other team members
  • Writing and updating procedural articles for Service Desk processes
  • Translating using English, French and German
  • Gaining basic knowledge of the Security and Technical support teams and providing cover for colleagues as required

Experience Skills and Qualifications

Your skills and qualifications will include:

  • Enthusiasm for customer satisfaction
  • Good verbal and written communication skills combined with a professional telephone manner
  • Fluency in English, German and French
  • Excellent keyboard skills and good knowledge of Microsoft Word and Outlook
  • Ability to understand technical terminology without necessarily having technical knowledge
  • Being a team player with the ability to share knowledge and help colleagues for the overall benefit of the service
  • Ability to maintain performance when under pressure and manage time effectively through the application of organisation and planning skills
  • Ability to be pro-active and enjoy multitasking, whilst retaining a high quality of work
  • Ability to work to defined processes and procedures and raise any practical problems
  • Lateral thinking combined with good problem solving skills
  • Ability to maintain ownership of problems and follow them through to completion
  • Flexibility with regards to working hours as required

This is an excellent opportunity for a multi-lingual candidate with Service Desk, Helpdesk or Customer Service experience to join an international technology company and embark on a challenging and rewarding career.

Successful candidates may be subject to background and security checking.

Please reference the job title and location in the subject of your email. To apply click here to send us your CV and cover letter >>

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