Multilingual Service Desk Analyst

Multi-Lingual Service Desk Analyst

Claire's is seeking a dedicated Multi-Lingual Service Desk Analyst to join our Service Desk Team. This team provides critical IT and Operational Support to all Claire's stores across Europe, ensuring a high level of service for our stores and offices.

Role Overview : As a Multi-Lingual Service Desk Analyst, you will serve as the first line of support, responsible for logging, categorising, and prioritising all incoming support calls. You will either resolve these issues directly or escalate them to internal teams or third-party vendors when necessary.

Work Arrangement: This role offers a hybrid working model with 3 days a week based at our European HQ in Birmingham.

Key Responsibilities:

Support:

Accurately log, categorise, and prioritise all incoming contacts from Claire's retail stores, offices, and field teams across Europe.
Utilise your training and knowledge to resolve calls where possible or assign them to appropriate 2nd and 3rd line support groups or external service providers.
Monitor and track Service Desk tickets, ensuring updates and resolutions are met within SLA timelines. Identify recurring issues and recommend improvements.

Customer Service:

Deliver exceptional customer service in all interactions, using your proficiency in multiple languages.
Maintain high levels of internal and external customer satisfaction.

Documentation:

Create knowledge articles for incident resolution and training.
Contribute to ongoing Service Desk Service Improvement Plans.

Relationships:

Adhere to IT procedures and policies while supporting users and systems.
Manage incidents and service requests, providing analysis and recommendations to IT Management.
Maintain communication with third-party suppliers to log calls and follow up on updates and resolutions.

Requirements:

Fluent in French, German, and English (B2 level or above). Proficiency in Italian can be considered instead of French or German.
Ability to work independently and take initiative.
Strong problem-solving and communication skills.
Excellent interpersonal abilities.
Capacity to work under pressure and take ownership of tasks and issues.
Availability to work weekends on a rota basis.
Need to have the capacity to learn our systems although full technical training will be provided.

Join us at Claire's and be a part of a team that values excellence and customer satisfaction in every interaction.

Claire's is an equal opportunity employer committed to diversity, equity and inclusion and we encourage applications from members of all underrepresented groups, including those with disabilities. We will accommodate applicants' needs, upon request, throughout all stages of the recruitment process. Please inform us of the accommodation(s) that you may require.