Technology Support Analyst (German Speaking)6 Month Contract - potential to extendLeeds (5 days onsite)We are an equal opportunities employer and believe in a diverse workforce offering flexible working where possible. This role is a full-time telephony-based role. The selection criteria below will be used as part of the evaluation process:
· Evidence of dealing with critical issues/complaints in a fair and objective manner. Demonstrates excellent Customer Service skills and must be confident collaborating closely with colleagues from across the business at all levels, as well as external vendors.
· Demonstrates excellent German listening, German written, German verbal communication skills and very good analytical problem-solving skills. A very good understanding of IT Service Desk processes & procedures including critical metrics. Evidence of working in a high stress environment with minimal direction and prioritising technology accordingly
· A very good understanding of the Business Areas supported and associated critical systems in order to understand the impact of outages upon their service.
· Demonstrate ability to coach and support colleagues. Be able to communicate ideas and information, ensuring that the message is understood. Ability to use a variety of media and tailor an approach or personal style to match the needs of the situation and audience.
· Is focused on results and delivery and demonstrates an understanding of the impact of decisions on outcomes. Strives to consistently meet and exceed quality standards
· Evidence of sophisticated diagnostic, analysis skills and an ability to analyse technical information from various source
· Efficient in planning own work, balancing priorities and ensuring alignment to standards and cost constraints
· Evidence of taking ownership for own development plan and drive progression.Key Accountabilities
· A very good understanding of Exec & International IT Support Service processes and procedures.
· Must be fully aware of Key Performance Indicators and focus upon their attainment.
· Familiarity with project standards and processes would be preferential.
· Shown ability to provide specialist technical input for Service Support related issues caused by associated products, processes and people.
· Understand business problems, critically evaluating of business ideas from a customer and a commercial point of view.
· Identifying underlying business needs to be addressed and challenge existing practices.
· Validated systematic and analytical approach to problem solving with the ability to implement effective business solutions.
· Previous experience of working with colleagues and users on the resolution of sophisticated IT customer problems, queries and requests would be helpful.
· Good written, verbal skills and ability to communicate technical information in simple terms to Directors, GEC Board members, their support teams and German speaking colleagues appropriately.
· To act as a buddy for colleagues, providing mentor and support as required.
· Solid understanding of Microsoft Surface hardware, Office 365 (in German) and BYOD tools used within the EITSS.
· Familiarity with both the end to end Exec & International request/incident process and Exec incident processes is key with Telephony Support.