Customer Service Specialist

Role: Service Desk Analyst _ German

Work Location: Chester, UK

Work Model: Hybrid (50% Work From Home & 50% Onsite)

To clarify the hybrid model:

• Week 1: 3 days onsite
• Week 2: 2 days onsite
• This pattern will continue on a rotational basis.

Job Description:

Essential Duties and 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 and troubleshoot IT-related issues
• Promptly allocate calls as appropriate
• Log incidents and service requests while maintaining relevant records
• Identify and classify incident types and service interruptions
• Record incidents by cataloging symptoms and resolutions
• Monitor queues and assign tickets to appropriate resources for troubleshooting and resolution
• Ensure SLA compliance through queue monitoring
• Assign out-of-scope tickets to relevant Service Desk or other teams
• Coordinate tickets across organizational boundaries to ensure customer satisfaction

Skills Required

• Technical Service Desk background
• Familiarity with ServiceNow
• Fluent or near-native communication skills in German
• Excellent customer service skills
• Ability to troubleshoot and research application issues
• Strong verbal and written communication skills to explain technical information to end users
• Ability to prioritize tasks and handle multiple responsibilities effectively
• Adherence to Service Desk processes and procedures
• Positive, flexible, and proactive attitude toward team objectives
• Strong team player with a collaborative mindset
• Willingness to learn new skills and consider alternative ideas and approaches