Service Desk Analyst

Hobson Prior is seeking a Service Desk Analyst with a strong command of German and English. As part of our Specialty Service Desk team, you will be the first point of contact for our clients, providing technical support and building strong relationships with team members and clients. You will need to be able to research complex issues and bridge knowledge gaps.

Please note that to be considered for this role you must have the right to work in this location.

Key Responsibilities

• Handle initial client contact via various channels and provide technical support.
• Document all activities in our ticket system in line with our quality standards.
• Troubleshoot to resolve or escalate issues to the appropriate teams.
• Research and resolve complex application and business process issues.
• Provide follow-up and status updates to clients on your open ticket queue.
• Use our Knowledgebase to address client inquiries and create draft articles to address knowledge gaps.
• Provide application and process training to other team members.
• Participate in application testing, upgrades, and deployment, and internal Service Desk projects as needed.

Requirements

• Fluent in German and English. Knowledge of another language such as Spanish, Italian or French is advantageous.
• Excellent customer service skills.
• Ability to troubleshoot and research IT and application issues.
• Ability to explain technical information to clients.
• Ability to set priorities and handle multiple tasks.
• Adherence to Service Desk processes and procedures.
• Positive, effective, and flexible team player.
• Basic understanding of ITIL Framework and ITSM.
• Experience with Microsoft Office Suite.
• Experience with Application Support and Microsoft Windows preferred.
• Flexibility for working hours and ability to work from the office at least 50% of the time.

Apply now

If you are interested in learning more or applying to this exciting opportunity then please click Apply and upload a copy of your CV. Alternatively for further details or to talk directly to a life sciences recruitment specialist directly please select Contact me at the top of this page.

Hobson Prior is a leading life sciences recruiter focused on finding exceptional people and matching them with the finest positions across the globe. Hobson Prior is acting as an Employment Agency in relation to this vacancy.

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