About Us:
At Dabster, we specialize in connecting exceptional talent with leading global companies. We are currently seeking a Service Desk to join our client’s dynamic team in Chester, UK. Backed by one of the world’s leading financial service providers, our client is shaping the future of digital retail banking with innovative products and services.
Language requirements - Below is the requirement:
* French + English
Who You Will Work With:
Our client is a globally recognized technology company delivering IT services, consulting, and business solutions. They partner with leading organizations worldwide to drive digital transformation, leveraging innovation and deep industry expertise to solve complex business challenge
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,
* 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 considering different ideas and alternatives.