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Bilingual Service Desk Analyst (Hebrew/English)

Job Title: Bilingual Service Desk Analyst (Hebrew/English)
Contract Type: Temporary
Location: Amersham, Buckinghamshire
Salary: Negotiable
Start Date: ASAP
Duration: 3-6months
REF: 12022020HSDA_1581423072
Contact Name: Ellise Fleming
Contact Email:
Job Published: 5 months ago

Job Description

Our client, a major global IT service provider, requires an experienced Service Desk Analyst with Hebrew & English Language with a solid IT support experience and excellent customer service skills at the customer offices based in Amersham.

This is a temporary 3-6 months extendable contract with an immediate start date. Analysts will be contracted to work Monday - Friday from the office and must be flexible to be 'on call' from home to take support calls as required. The on-call requirements will be for one week every 6 weeks once you have received training for 7/8 weeks. On call duties will be paid for.

Applicants should have previous experience in IT helpdesk 1st/ 2nd line roles.

Training on our client's in-house systems will be provided. Onsite parking is available and shuttle buses from Amersham Station are provided by the client morning and evening.

Key Responsibilities:

  • Evaluation of incidents within a fast-moving environment to determine priority and urgency and resolution of technical incidents, employing workflow and IT product knowledge
  • Ownership of customer communication and to ensure increased customer satisfaction by ensure that issue are dealt with according to SLA
  • Act as customer focal point to address customer incidents provision of upgrade support
  • Manage diverse range of customer incidents liaising with local and central teams to ensure customer satisfaction and maintained of SLA
  • Collaboratively utilize escalation paths to ensure timely incident resolution
  • Define and communicate root cause analysis both internally and externally
  • Determine repeated incidents and translate these into problem records
  • Develop product expertise to become regional SME Contribute to knowledge sharing initiatives
  • Mentor with and assist experienced resources to provide efficient service Lead preventative maintenance and ensure service records are updated accordingly
  • Ensure that administrative tasks such as project documentation and debriefs are complete to the appropriate level of expertise
  • Provide technical expertise and assist with leading edge product knowledge and close working relationships with Remote Operations Centers (Level 3) and level 4 support; ensuring prioritization of issues coming from the Service Desk that cannot be resolved
  • To ensure the level of incidents are being continually driven incoming and on-going incidents and identify problem as per ITIL best practices
  • Ownership for resolution within SLA of customer issues, enquires and Service Requests escalated to you
  • Ensure the right proactive monitoring tools are in place for each customer to continually measure, monitor and work to drive down incident levels by identify issues before they occur and resolving them as planned work
  • To ensure that the service desk actively participate in improving the usability and reliability of products
  • Provision of incident analysis information and working in partnership with Service Delivery managers
  • Mandatory participation 24x7 on call Duty Manager rotations.
  • Deputise as the major incident manager (MIM) as and when required
  • Carry out as needed some on site technical tasks in partnership with technical solution and implementation specialists

Key Requirements:

  • Degree in an IT related field or equivalent Technical experience with systems networking, databases, and user support
  • Strong influencing and relationship management skills
  • A results oriented individual who thrives working in a fast-paced environment
  • Excellent analytical and communication skills including ability to provide clear and concise status to senior management
  • Inspire confidence and communicate with customers from different levels in a professional manner
  • Self-motivated and able to work autonomously
  • Ability to work effectively under pressure to tight deadline
  • Aptitude to define actions plans to execute resolution
  • Fluent in English
  • Good in written and understanding of Hebrew language

Desirable Requirements:

  • Completed ITIL foundation V3
  • Understanding of clinical workflows and data flows within healthcare environment
  • Provides constructive input when requesting support to other expertise levels Illustrates IT mindset, knowledge of IT infrastructure and products
  • Constantly exhibits customer focus demonstrating a customer-first attitude, knowing he/she is representing the customer
  • Consistency demonstrates tact and diplomacy, when facing difficult, stressful or sensitive interpersonal situation to maintain good relationships with customers;
  • Communicate in a professional, respectful manner
  • Demonstrate analytical skills, using experience to analyze technical issues and take relevant decisions
  • Exhibit IT mindset, knowledge of IT infrastructure and products, and technical expertise in healthcare IT or IT products
  • Consistently demonstrates team management capabilities by motivates himself/herself and team members for results,
    facilitating and manages group interactions & team working, demonstrating a high level of interpersonal skills
  • Consistently demonstrate high standards of communication skills
  • Business acumen, good coaching and training skills, team work capabilities, organizational and planning skills and some financial understanding