Multilingual Service Desk Analyst - Dutch
Multilingual Service Desk Analyst - Dutch
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About IT Operations At Holland & Barrett
* The IT Operations function provides the foundation of IT services to Holland and Barrett customers by ensuring products are delivered to customers on time, and customers can access new services.
* Key services have been enhanced by providing resilient infrastructure in the cloud, improving availability to reduce impact to trade.
* The IT Operations team are investing heavily in building internal capabilities from a new Service Desk and Proactive Monitoring teams to expanding its Delivery capabilities in delivering million pounds infrastructure and Back Office projects.
* Tech teams are undergoing a diverse range of technical training programme aimed at providing colleagues opportunity to develop their technical and leadership skills and support their career aspirations.
The Role
The Service Desk Analyst plays a crucial role in providing frontline IT support and assistance to colleagues and end-users within Holland & Barrett. This role requires fluency in both English and Dutch to support users across multiple regions effectively. The Service Desk Analyst is responsible for promptly and effectively resolving IT incidents and service requests, ensuring a high level of customer satisfaction. The role will primarily focus on handling telephone calls from retail stores in the UK, Ireland, and the Netherlands, assisting with IT-related issues around retail equipment, systems, and accounts. Knowledge in these areas is highly desirable. The Service Desk Analyst reports to the Service Desk Team Leader.
Key Responsibilities
* Incident Resolution: Log and diagnose IT incidents from various channels, providing timely solutions in English and Dutch. Escalate complex issues as needed.
* Customer Service: Deliver professional, courteous support, ensuring clear communication and customer satisfaction.
* Technical Support: Troubleshoot retail systems and account issues for stores in the UK, Ireland, and the Netherlands, escalating urgent matters promptly.
* Ticket Management: Manage tickets effectivelycategorising, prioritising, updating, and closing with proper communication and follow-up.
* Knowledge Base: Contribute to and maintain a knowledge base of issues and resolutions to aid efficiency and accuracy.
* Collaboration: Work with IT teams and vendors to resolve escalated issues and keep customers informed.
* Compliance: Adhere to IT policies, security protocols, and data protection standards, reporting any breaches promptly.
* Continuous Learning: Stay current with technologies and processes, engaging in training and applying new knowledge to improve support quality.
The Person
Required Skills And Qualifications
* Fluent in English and Dutch (written and spoken).
* Experience in a Multilingual IT service desk roles.
* Excellent customer service skills with the ability to communicate technical concepts clearly to non-technical users.
* Experience with IT ticketing systems (Like Jira, Service Now, Zendesk etc).
* Strong organisational and multitasking abilities in a fast-paced environment.
* Ability to work both independently and collaboratively within a team.
Highly Desirable
* ITIL qualification
* Experience of IT support in the retail sector.
* Knowledge of remote desktop tools and troubleshooting techniques.
This role is an excellent opportunity for a bilingual IT professional looking to make a meaningful impact in a dynamic and supportive environment. If you have the skills and experience required, we encourage you to apply!
Benefits
* Technology Incentive Scheme - we offer different bonus schemes for all grades in Technology, starting at 10%.
* Learning and Development opportunity with Holland & Barrett is a great base for career development long term.
* Career progression
* Pension company contribution - 3 & 5%
* Your wellbeing is paramount so you can get away and take 28 or 33 Days Holiday per year.
* Refer and Earn Scheme - as we're growing you can earn money by referring people to join us from your network.
* Epic Extras gives you access to exclusive benefits, free advice and savings from a range of retailers and providers.
* Stay healthy with Discounted Products - from day one you'll get a 25% discount (on top of other promotions) when you shop at H&B on anything that you buy.
* We all need a little help sometimes, so we offer Free 24/7 Confidential Advice & Colleague Welfare.
* Mental Health First Aiders - we have lots of qualified Mental Health First Aiders because its all about your health & wellbeing.
* We have colleague Reward and Recognition Schemes, so your hard work and loyalty won't go unnoticed.
* And many more!
The Company
* Holland & Barrett is one of the nation's most loved and trusted brands, known for offering quality health food, vitamins and supplements all sold by highly trained and qualified advisors.
* Bucking the current trend of high street retailers, we forecast significant growth and expansion plans in the coming years, with considerable investment going into all areas of the business. We certainly embrace change and drive speed in everything we do. Every day presents a different challenge, but every day is also filled with fun, teamwork and passion to succeed and surpass every expectation.
* Join us and see how far you can go
Seniority level
* Seniority level
Entry level
Employment type
* Employment type
Full-time
Job function
* Job function
Information Technology
* Industries
IT Services and IT Consulting
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