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Bilingual Service Desk Analyst (Spanish or German Speaking) - 12 Month Fixed Term Contract in Birmingham at Claire's

Date Posted: 1/16/2019

Job Snapshot

Job Description

The Bilingual Service Desk Analyst will contribute to the effectiveness of the IT team through receiving, resolving, & processing incoming EPOS support calls from across the UK and the European arm of the business.
This includes:
  • Receiving, prioritising, documenting, and actively resolving end-user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations
  • Problem resolution may involve the use of diagnostic and help request tracking tools, as well as requiring that the individual give in-person, hands-on help at the desktop level
Operational Management
  • Receive, log and co-ordinate all incoming support calls from the Claire’s retail stores in the UK and Europe to ensure courteous, timely, and effective resolution of end-user issues
  • Log and assign support calls to internal 2nd and 3rd line support groups, as well as communicating directly with 3rd party software, hardware, and service providers
  • Provide a ‘one-stop’ service for first-line support, offering advice and problem resolution for EPOS systems within stores and other IT and infrastructure related issues within the business
  • Prioritise incidents and service requests according to defined processes to meet defined SLAs.
  • Escalate incidents with accurate documentation to suitable technician, when required
  • Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution
  • Use remote tools and diagnostic utilities to aid in troubleshooting
  • Research solutions through internal and external knowledgebase as needed.
  • Identify and learn appropriate software and hardware used and supported by the organisation.
  • Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined
  • Install antivirus software and ensure virus definitions are up to date
  • Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals
  • Test fixes to ensure an incident has been adequately resolved
  • Develop help sheets and FAQ lists for end users
  • Contribute to technician knowledge base as needed
  • Reinforce SLAs to manage end-user expectations
  • Provide suggestions for continual improvement

Position Requirements
  • Educated to GCSE level or equivalent
  • Fluent in either Spanish or German languages
  • Experience working in a customer serving environment
  • Knowledge of basic computer hardware
  • Experience with Microsoft Office and Windows
  • Excellent interpersonal skills, with a focus on listening, and questioning skills.
  • Strong documentation skills