About Us:
Founded on the grounds of innovation – iXceed Solutions, is an ISO certified, leader in Talent and Digital recruitment solutions, serving fortune 100 companies globally. We have many global accolades to our credit – UK Enterprise Awards - HR Tech Startup of the year- Europe - 2022, UK IT Awards - Leading Talent & Digital Solutions of the Year 2022, Titan Awards- Entrepreneur of the Year -2023, Asia fastest growing HR tech companies in 2023, Iconic Brand of the Year in Staffing & Recruitment 2023, Top 4 The Most prominent Talent solutions firm to work with in 2024, Hottest HR Tech Startup by Business World, The Greatest Brands & Leaders Asia & GCC by AsiaOne and many more.
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JOB DESCRIPTION:
Position: Service Desk -- Level 1 Support
Location: Chester, UK (50% work from home & 50% from onsite)
Mode Of Employment: Inside IR35 Contract
No. of opportunities: 4
* Resource 1: French
* Resource 2: Spanish + Italian
* Resource 3: Spanish + Portuguese
* Resource 4: French + Italian
Essential Duties and Responsibilities
* Work as part of the Shift system on the IT Service Desk
* Receives and handles requests for service, following agreed procedures.
* 1st line support: troubleshooting of IT related problems
* Promptly allocates calls as appropriate.
* Logs incidents and service requests and maintains relevant records:
* Identifies and classifies incident types and service interruptions
* Records incidents cataloging them by symptom and resolution
* Monitoring queues and assign tickets to appropriate resources for troubleshooting and ticket resolution.
* Monitoring queues to ensure SLAs are maintained.
* Assigning the tickets which are out of scope to Service Desk/Other Teams
* Coordinating tickets that cross organizational boundaries to ensure customer satisfaction
Skills required
* Technical Service Desk background
* Familiarity with ServiceNow
* Multi-Lingual effective and fluent communication in language(s) (Native/almost native) French, Spanish, Italian and Portuguese
* Excellent Customer service skills.
* Demonstrate ability to troubleshoot and research application issues.
* Ability to explain technical information to End Users with effective verbal and written communication.
* Be able to set priorities and handle multiple tasks. Ability to determine the priority of a problem and act accordingly.
* Adhere to Service Desk processes and procedures.
* Present a positive, effective, and flexible contribution to achieving team targets and objectives.
* Highly effective Team player:
* Openly and willingly shares ideas, knowledge, and expertise.
* Communicates constructively.
* Willingness to learn new skills and be open to consider different ideas and alternatives.