Service Desk Analyst - German Speaking

Service Desk Specialist - German Speaking

Adecco are proud to be recruiting on behalf of our prestigious client based in Chester for a German speaking Service Desk Specialist working on a rolling 12 Month Contract.

Our client is a global pharmaceutical company who develop and deliver medicines to patients who suffer with serious health conditions. Transforming patients' lives through science in oncology, haematology, immunology, and cardiovascular disease - and one of the most diverse and promising pipelines in the industry.

The successful candidate for this role will be fluent in English and German - even better if you can speak another European language!

Salary - �19.00 per hour

Hours - Monday to Friday, 35 Hours per week

This position will require to work on shifts that may rotate every 2 weeks. Our client's shifts are: 7-15, 8-16, 10-18 and occasionally 11-19

* Be able to work from the office at least 50% of the time (candidates must have a reliable home broadband connection when working from home).

* Expect to work on Bank Holidays periodically

Location - Chester. Cheshire UK

Benefits

• Flexible working - flexible start and finish times, 50% home/office working (Candidate must live within an hour commute from Chester)
• Training, Career and Qualifications support
• Free onsite parking

Role Description

As a member of the Specialty Service Desk, you will be responsible for handling the initial client contact via telephone, email, chat or portal and providing application support to client employees in the Field and Scientific divisions.

Ideal candidates will have excellent customer service skills, have top qualify problem solving skills and a desire to learn. Be curious to resolve problems yourself.

Skills Required

* Multi-Lingual effective and fluent communication in German and English (German native/almost native). Preferably fluent in another language like Italian, French or Spanish too but not essential

* Top quality Customer service

* Excellent IT Skills or previous experience working in a similar environment, ensuring you are able to demonstrate an ability to troubleshoot and research IT and application issues.

* Basic understanding of ITIL Framework and ITSM.

* Prior related work experience in a technical support environment, and/or Service Desk environment preferred (including tools, processes, and methodologies, Telephony systems and ServiceNow etc.)

* Experience with Microsoft Office Suite required.

* Experience with Application Support preferred.

* Experience with Microsoft Windows preferred.

* Experience supporting Life Sciences is a plus.

* Multitasking

* Application troubleshooting

What the role involves

* Accept incoming calls, chats, tickets, redirect calls/tickets if necessary, to appropriate support.

* Perform troubleshooting to resolve or escalate to the appropriate Tier 2 teams

* Research and resolve more complex Field Sales and Scientific application and business process issues.

* Provide follow-up and status update inquiries to end users on your daily open ticket queue

* Utilize Knowledgebase to address end user inquiries and create Knowledgebase draft articles to address knowledge gaps.

* Create tickets and document all activities in ticket system (ServiceNow).

* Collaborate with business in application testing, upgrades and deployment.

* Ad-hoc translations

If you are interested, please apply directly to the advert with your CV for consideration or contact Emma at Adecco

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website.