Applications for this job are now closed
The Service Desk Team are a multi-lingual team that provide IT and Operational Support to all Claire’s stores across Europe and are responsible for delivering a high level of service to Claire’s Stores and Offices.
The role
The primary function of a Multilingual Service Desk Analyst is to act as a 1st line support, and log, categorise and prioritise all incoming support calls, and resolve them or log with internal teams or third parties where necessary.
For this role we need a fluent French and English speaker who can also speak one additional European Language (ideally Spanish, Italian or German). We can offer this role on a hybrid basis working 2 days a week from our European HQ in Birmingham.
Main Responsibilities
Support:
- Receive, accurately log, categorise and prioritise all incoming contacts from the Claire’s retail stores, offices and field teams across Europe.
- Use training and knowledge to resolve calls where possible, or assign to internal 2nd and 3rd line support groups or 3rd party software and hardware service providers.
- Monitor and track Service Desk tickets within the system, chasing updates and resolutions and adhering to SLAs. Identify repeat issues and provide recommendations for improvements.
Customer Service:
- Provide a high level of a customer service to all contacts, and use both written and communication skills in all languages.
- Build and maintain internal and external customer satisfaction.
Documentation:
- Creation of knowledge articles for incident resolution and training purposes.
- Service Improvement: Contribute towards continuing Service Desk Service Improvement Plans.
Relationships:
- Working within IT procedures & policies to support users & systems.
- Manage incidents & service requests. Provide analysis & recommendations of incidents to IT Management.
- Relationship with Others
- Contact with Third Party suppliers to log calls and chase updates and resolutions.
What are we looking for
To be considered for this role we are looking for someone with the following skills and experience:
Education and Certifications:
- Educated to degree level or equivalent, or have equivalent job experience in a similar role.
- Fluent French and English speaker with one additional language (at B2 level or above).
Experience and skills:
- Can work on own initiative
- Highly articulate
- Good problem solving skills
- Excellent interpersonal skills
- Excellent communication skills
- An ability to work under pressure and take ownership for tasks and issues
- Availability to work weekends on a rota basis
