IT Service Desk Analyst (European Languages Preferred)

Set up of new call centre for Global client:

- Provide IT Service Desk support to external customers and users
- Receive, document and track all incoming customer/user calls for immediate Remedy and closure
- Utilize computer and database information to update incident status
- Serve as the single point of contact (SPOC) for incidents, including owning the call through closure
- Provide timely IT service desk support to contracted clients
- Use defined procedures for responding to customer calls
- Collect information from caller and document data elements in designated tool
- Maintain records of all calls from customers using designated Service Management tool
- Provide detailed documentation of all steps involved in resolving customer issues
- Escalate issues to the appropriate department and personnel
- Investigate, examine, troubleshoot and solve hardware and software issues quickly
- Maintain a pleasant demeanor and attitude in the day-to-day communication and interface with customers
- Provide support and instruction for client products
- Perform all procedures based on Standard Operating Procedures (SOPS) with associated testing
- Update knowledge base for all clients
- Unlock and reset passwords for user accounts
- Resolve issues for clients using designated remote access tool
- Ability to have flexible schedule to assist in responding to emergency support issues and situations
- Other duties as assigned
- Arrive in time to be ready to begin work at start of scheduled shift
- Maintain clear and concise communication with both the client and supervisor
- Report any issues to immediate supervisor in a timely manner
- Keep calls to a minimum (if possible) to allow for timely closure and avoid delays
- Work entire shift without any unjustified interruptions
- Perform any extra duties that may arise requiring attention
- Must be flexible with schedule as overtime is sometimes required

Candidates with the following languages (must also have English) preferred as dealing acrosss Europe:

Spanish, Danish, Swedish, Norwegian, FrenchHuntress does not discriminate on the grounds of age, race, gender, disability, creed or sexual orientation and complies with all relevant UK legislation.

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We are acting as a Recruitment Agency in relation to this role.