Role: Service Desk analyst - Spanish Speaking
Rate: 17.14 Per Hour
Duration: Rolling 12 Month Contract
Location: Chester - Hybrid
Spanish Service Desk analyst (native/almost native with English)
As a member of the Specialty Service Desk, you will be responsible for handling the initial client contact via telephone, email, chat, or portal and providing technical/application support to BMS employees in the Field and Scientific divisions globally. Expectations include an ability to build rapport and develop good working relationships within the team, End Users, and other regional Service Desk teams. You must be able to demonstrate your willingness to research more complex issues and bridge knowledge gaps.
What you get to do every day:
Accept incoming calls, chats, tickets, redirect calls/tickets, if necessary, to appropriate support groups for resolution while setting End User expectations during the initial interaction.
Create tickets and document all activities in BMS 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 Field/Scientific application and business process issues. Identify trends where applicable.
Provide follow-up and status update inquiries to End Users on your open ticket queue and ensure every effort is made to meet SLAs.
Utilize Knowledgebase to address End User inquiries and create Knowledgebase draft articles to address knowledge gaps.
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 translations (regional).
Multi-Lingual effective and fluent communication in Italian and English (Italian native/almost native) - required. Preferably fluent in Spanish too.
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).
Drive quality, process improvement and innovation to optimize service delivery.
Ability to perform documentation translation
Minimum High School Diploma; preferred Bachelors Degree.
Basic understanding of ITIL Framework and ITSM.
Prior related work experience in a technical support environment, and/or Service Desk environment preferred (including tools, processes, and methodologies, Telephony systems and ServiceNow etc.)
Experience with Microsoft Office Suite required.
Experience with Application Support preferred.
Experience with Microsoft Windows preferred.
Experience supporting Life Sciences is a plus.
In addition, candidates must:
Have flexibility for working hours (any shift between 7am thru 7pm Monday-Friday). Shifts rotate every 2 weeks: 7-15 (this shift occurs less often than every 2 weeks as less agents are necessary during the early hours), 8-16, 10-18 and 11-19 (this shift occurs most likely every 5 weeks)
Be able to work from the office at least 50% of the time (candidates must have a reliable home broadband connection when working from home).
Expect to work on Bank Holidays periodically
Rolling 12 months contract
Please submit candidates that live close to Chester (max. 1 hour away)
Translation reviews to be performed as part of the interview process
- Agency: Cpl Life Sciences
- Reference: JO-2209-500900
Website: Cpl Life Sciences
- Posted: 13th September 2022
- Expires: 11th October 2022