Service Desk Analyst

Proclinical is seeking a Service Desk Analyst who is fluent in German and has a passion for IT. This role involves handling initial client contact via various channels and providing technical support to our global team. The successful candidate will be a team player, able to build rapport and develop good working relationships within the team and with end users. This role requires a commitment to researching complex issues and bridging knowledge gaps.

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

Responsibilities

• Handle incoming calls, chats, tickets, and redirect to appropriate support groups if necessary.
• Provide IT support to employees and partners mainly in EMEA but globally too.
• Document all activities in our ticket system (ServiceNow) in line with our quality standards.
• Perform troubleshooting to resolve or escalate to the appropriate Tier 2 teams.
• Research and resolve more complex application and business process issues.
• Provide follow-up and status update inquiries to End Users on your open ticket queue.
• Utilize Knowledgebase to address End User inquiries and create Knowledgebase draft articles.
• Provide application and process training and act as a SME/POC for other team members.
• Assist with Quality record reviews as needed.
• Participate in application testing, upgrades and deployment, and internal Service Desk projects as needed.
• Perform Ad-hoc translation reviews occasionally.

Key Skills and Requirements

• Fluency in German and a good command of English.
• Excellent customer service skills.
• Ability to troubleshoot and research IT and application issues.
• Ability to explain technical information to End Users.
• Ability to set priorities and handle multiple tasks.
• Adherence to Service Desk processes and procedures.
• Positive, effective, and flexible contribution to achieving team targets and objectives.
• Team player with a willingness to learn new skills and consider different ideas and alternatives.
• Basic understanding of ITIL Framework and ITSM.
• Experience with Microsoft Office Suite.
• Experience with Application Support and Microsoft Windows preferred.
• Experience supporting Life Sciences is a plus.

If you are having difficulty in applying or if you have any questions, please contact Joshua Bye at j.bye@proclinical.com

Apply Now

If you are interested in learning more or applying to this exciting opportunity, please complete the form below and attach a copy of your CV. Alternatively, for further details or to talk directly to a life sciences recruitment specialist, please request a call back at the top of this page.

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