German Speaking Support Analyst Technology Support Analyst (German Speaking) Job details

Job description

·  Location
Leeds, West Yorkshire
·  Salary
£ 28000 - £ 29500 / Year
·  Job type
Contract
·  Industry
Banking
·  External Reference
85882
·  Category
Banking & Financial Services - Analyst

Technology Support Analyst (German Speaking)

6 Month Contract (View to become permanent)

Leeds Or Edinburgh

Job details

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.

If you have not received a response within 48 hours of applying, please assume you have not been shortlisted this time.

To speak to a recruitment expert please contact Oliver Franks