6 days ago

Service Desk Analyst - German Speaking

Reading 28K - 35K Permanent

Job Reference: BBBH37730_1626964938

Service Desk Analyst - £28,000- £35,000 - Reading - German Speaking
Role: 1st Line Support
Location: Reading
Salary: £30,000
Industry: MSP

Are you an experienced technical support analyst looking for the next step in your career?
Do you want the opportunity to work for a fast-growing MSP who prioritise staff training and progression?
Do you have experience of logging and processing customer tickets, and working to SLA's?

Concept IT are looking for an experienced IT Support analyst to work for a busy SME MSP based in Reading. My client provides a busy service desk to customers all over the world and due to a sustained period of growth are looking to expand their IT team.
Or is worked on a 4 on 4 off basis with 24/7 rota (£26-£32K +£2.7K Shift allowance)
German Speaking at a conversational level or above is desirable
  • Provide 1st line / Platform Support for any information technology issues and problems
  • Answer all incoming 1st line calls in a professional, confident, and timely manner following contractual SLAs and KPIs
  • Analyse the nature of queries and customer problems and provide suitable solutions within satisfactory timescales.
  • Develop and maintain communication skills appropriate to the environment
  • Develop and maintain rapport with end users by displaying a detailed understanding of their IT environment and business issues
  • Establish and maintain high levels of incident ownership through incident lifecycle to a satisfactory conclusion
  • Ensure a high standard of ticket management and quality of information within the ITSM tool suite
  • Monitor, troubleshoot and escalate alerts.

Desired Requirements:
  • Proven track record with customer service skills
  • Exceptional communication skills, both verbal and written
  • Experience in ITSM tool, e.g Servicenow
  • Proven problem-solving skills with the ability to identify root cause
  • Knowledge of Business-related applications
  • Possess the ability to work under pressure in a fast-moving environment
  • Experience and ability to train and mentor colleagues and SDA team
  • Fluent in German
  • Conversational in German

Advantageous Requirements:
  • Citrix CCA-V
  • Microsoft MCSA-MCSE or roles-based certificates
  • Knowledge of troubleshooting Platform and 1st line issues
  • French or German Speaking would be a great advantage
  • Any additional IT certifications and/or accreditations an advantage

This is an immediate requirement, therefore if you are anyone you know is interested, please forward your most up to date CV with contact details to Jack Bannister at for consideration.

Citrix - VMWare - 0365 - AWS - AZURE - WSUS - Active Directory - SLAS - KPI's - INTUNE - SCCM - Veeam - SQL - 1st
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