Service Desk Analyst

• Work Model: Hybrid (50% Work From Home & 50% Onsite)
• Shift Pattern: Rotational 11x7 Shift System
• Start Preference: Candidates with shorter notice period / immediate availability preferred

The role follows a hybrid work arrangement with mandatory onsite presence:

• Week 1: 3 days onsite
• Week 2: 2 days onsite
• Pattern continues alternately

Note: Candidates must be comfortable with this arrangement and should reside within 50 KM of the client site in Chester, UK.

• Spanish + Portuguese

Candidates should possess fluent/native or near-native communication skills in the required languages.

• Work as part of the rotational shift system on the IT Service Desk.
• Receive and handle service requests following agreed procedures.
• Provide 1st line IT support and troubleshoot IT-related issues.
• Log incidents and service requests while maintaining accurate records.
• Identify and classify incident types and service interruptions.
• Record incidents and catalogue them by symptom and resolution.
• Monitor ticket queues and assign tickets to appropriate support teams/resources.
• Ensure SLA compliance by actively monitoring ticket progress.
• Route out-of-scope tickets to Service Desk or relevant teams.
• Coordinate cross-functional ticket resolution to ensure customer satisfaction.
• Maintain adherence to Service Desk processes and procedures.
• Provide effective customer support through strong verbal and written communication.

• Strong Technical Service Desk / IT Support background.
• Experience with Service Now.
• Excellent troubleshooting and analytical skills.
• Ability to research and resolve application-related issues.
• Ability to explain technical issues clearly to end users.
• Effective multitasking and prioritization skills.
• Ability to work in a fast-paced shift environment.
• Strong team collaboration and communication skills.
• Willingness to learn new technologies and processes.
• Positive, flexible, and proactive attitude.

• Immediate joiners or candidates with short notice periods.
• Candidates located within 50 KM radius of Chester, UK.
• Comfortable working rotational shifts and hybrid model.
• Fluent multi-lingual communication skills as per role allocation.