Level 1 Service Desk Analyst (German Speaker)

Level 1 Service Desk Analyst (German Speaker) Cardiff £18k per annum Full time, 12 month FTC ST6982 Our client is a global provider of IT Resources, IT Managed Services and flexible, ad-hoc IT Resource and Project Support. Job purpose The purpose of this role will be to provide 1st level support for our client’s customer users and Dealers as part of the Service Desk team based in Cardiff. Position Objectives and Responsibilities: •Primary objective is to provide 1st Line support for the new project that goes live September 2019. The countries of main responsibility will include, Germany, Switzerland and Austria. •Be readily available to answer phone calls, emails and web portal requests from the users in a professional and efficient manner. •Provide timely, first call resolution to technical support issues while following company standards •Escalate incidents to Level 2 Service Desk Analysts or Resolver groups. •Provide accurate and updated information on incidents assigned to the Service Desk until the reported incidents are resolved. •Maintain a high degree of customer service for all support requests. •Log and monitor all incidents to aid in identifying potential problem trends. •To remotely control users’ PCs to investigate, diagnose and resolve issues. •Required to a shift pattern (including weekends) and offer on call support. •Ensure that the Service Desk processes and procedures are followed in compliance with Customer’s security and audit requirements Qualifications & Experience •Understanding of ITIL Best Practice for Service Desk •Understanding of key ITIL Service Management areas Key skills and Knowledge •Has the ability to provide Level 1 IT support •A general knowledge of IT systems and infrastructure with an ability to learn new tools/areas quickly •Strong knowledge of Microsoft based operating systems and suites •A strong focus on service delivery and customer satisfaction •Good attention to detail with a methodical and thorough approach to work •Ability to stay calm under pressure •Organized and good at juggling tasks and prioritizing •Highly organized with excellent communication skills •Great communication skills •Great time management and ability to prioritise multiple responsibilities •Good written and verbal presentation skills Language Skills: •English – essential •German – essential and preferred •Additional European languages advantageous – French/Spanish/Portuguese/Polish/Dutch Privacy Notice St David Recruitment Services is an Employment Agency providing work-finding services to our clients, candidates and work-seekers. Our Company must process personal data so that we can provide these services and in doing so, the Company acts as a Data Controller. As a candidate, you may provide personal details to our Company directly in CV form or via our website. Alternatively, we may collect them from another source such as a third party jobs board. As a business, we must have a legal basis for processing personal data and in turn providing work-finding services. In the event that you are a candidate who has formally registered with St David Recruitment Services, please be advised that personal data is processed on the legal basis of ‘Contractual Obligation;’ the processing is necessary for the performance of a contract. In all other instances, where we receive personal data via direct or indirect means, either supplied by yourself or obtained via a public forum, we process data on the basis of ‘Legitimate Interest;’ processing is necessary for the purposes of our legitimate interest to provide work-finding services. St David Recruitment Services will only share personal data with clients who have authorised us to source prospective candidates for permanent or temporary employment. Specific company names will be disclosed in advance of any data being shared. As a business, we will retain personal data only for as long as is necessary, on a secure CRM system. The Conduct of Employment Agencies and Employment Businesses Regulations 2003, require us to keep work-seeker records for at least one year from the date of their creation or after the date on which we last provide work-finding services. Where applicable, we must also keep payroll records, holiday pay, sick pay and pensions auto-enrolment records for as long as is legally required by HMRC and associated national minimum wage, social security and tax legislation. As an individual, you have several rights in respect to the processing of your personal data, all of which can be reviewed on our website. This includes the right to withdraw consent at any time by contacting the Recruitment Consultant with whom you initiated contact, or any other employee at St David Recruitment Services. This e-mail may contain confidential personal data / sensitive personal data and is for the use of the intended addressee(s) only. Onward delivery, copying or similar disclosure of the contents of this e-mail should only be done so in accordance with GDPR legislation. If you receive this email by mistake, please advise the sender immediately and take appropriate measures to delete the content. E-mails sent and/or received via our organisation will retained and monitored for the purposes of ensuring compliance with GDPR. This job was originally posted as www.totaljobs.com/job/89774382