* Work Model: Hybrid (50% Work From Home & 50% Onsite)
* Shift Pattern: Rotational 11x7 Shift System
* Start Preference: Candidates with shorter notice period / immediate availability preferred
Hybrid Working Requirement
The role follows a hybrid work arrangement with mandatory onsite presence:
* Week 1: 3 days onsite
* Week 2: 2 days onsite
* Pattern continues alternately
Note: Candidates must be comfortable with this arrangement and should reside within 50 KM of the client site in Chester, UK.
Language Requirements
* Spanish + Portuguese
Candidates should possess fluent/native or near-native communication skills in the required languages.
Key Responsibilities
* Work as part of the rotational shift system on the IT Service Desk.
* Receive and handle service requests following agreed procedures.
* Provide 1st line IT support and troubleshoot IT-related issues.
* Log incidents and service requests while maintaining accurate records.
* Identify and classify incident types and service interruptions.
* Record incidents and catalogue them by symptom and resolution.
* Monitor ticket queues and assign tickets to appropriate support teams/resources.
* Ensure SLA compliance by actively monitoring ticket progress.
* Route out-of-scope tickets to Service Desk or relevant teams.
* Coordinate cross-functional ticket resolution to ensure customer satisfaction.
* Maintain adherence to Service Desk processes and procedures.
* Provide effective customer support through strong verbal and written communication.
Required Skills & Experience
* Strong Technical Service Desk / IT Support background.
* Experience with ServiceNow.
* Excellent troubleshooting and analytical skills.
* Ability to research and resolve application-related issues.
* Ability to explain technical issues clearly to end users.
* Effective multitasking and prioritization skills.
* Ability to work in a fast-paced shift environment.
* Strong team collaboration and communication skills.
* Willingness to learn new technologies and processes.
* Positive, flexible, and proactive attitude.
Preferred Candidate Profile
* Immediate joiners or candidates with short notice periods.
* Candidates located within 50 KM radius of Chester, UK.
* Comfortable working rotational shifts and hybrid model.
* Fluent multi-lingual communication skills as per role allocation.
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