W3Global, Chester, England, United Kingdom
Job Title
Service Desk Analyst – Fixed Term Contract (Level 1 Support – French and Italian)
Responsibilities
* Work as part of the Shift system on the IT Service Desk.
* Receive and handle service requests following agreed procedures.
* Provide 1st line support for troubleshooting IT‑related problems.
* Allocate calls promptly to the appropriate resources.
* Log incidents and service requests, maintaining accurate records.
* Identify and classify incident types and service interruptions.
* Catalog incidents by symptom and resolution.
* Monitor queues and assign tickets to suitable resources for resolution.
* Ensure SLAs are maintained throughout queue monitoring.
* Assign out‑of‑scope tickets to Service Desk or other teams.
* Coordinate tickets that cross organizational boundaries to enhance customer satisfaction.
Qualifications / Skills Required
* Technical Service Desk background.
* Familiarity with ServiceNow platform.
* Multilingual communication skills (native or almost native proficiency in French, Spanish, Italian, and Portuguese).
* Excellent customer‑service skills.
* Strong troubleshooting and research abilities for application issues.
* Ability to explain technical information to end users clearly, both verbally and in writing.
* Proficient at setting priorities and handling multiple tasks simultaneously.
* Adherence to Service Desk processes and procedures.
* Positive, flexible team player who shares ideas, knowledge, and expertise constructively.
* Willingness to learn new skills and consider alternative ideas.
Seniority Level
* Entry level
Employment Type
* Contract
Job Function
* Information Technology
Industries
* Staffing and Recruiting
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