Service Desk

We're hiring for Service Desk - (Chester, UK)

Client Introduction:

The company is a multinational Sweden SAAS product-based firm.

Company Strength: 100+

JD for the role: 

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, Spanish, Italian and Portuguese
• 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 consider different ideas and alternatives.

• Language requirements - Below is the requirement:
• Resource 1: French
• Resource 2: Spanish + Italian
• Resource 3: Spanish + Portuguese
• Resource 4: French + Italian

• Role Type: 50% work from home & 50% from onsite (1 week its 2 days at office, and the second week, its 3 days at office)
• No. of Positions: 4
• Location: Chester, UK (Resource has to be within 50 KM distance of client site, Please specify while submitting CV).
• Rates: GBP (Daily rate) 
• Type of employment: TP- 6 months contract
• We need candidates who have a shorter notice period or can start early

About HR Ways: "HR Ways is an award-winning Technical Recruitment Firm helping software houses and IT Product companies internationally and locally to find IT Talent. HR Ways is engaged by 300+ Employers worldwide, ranging from the world's biggest SaaS Companies to the most competitive Startups. We have entities in Dubai, Canada, the US, the UK, Pakistan, India, Saudi Arabia, Portugal, Brazil, and other parts of the world. Join our WhatsApp Channel https://shorturl.at/983az to stay updated or visit www.hrways.co to know more."