« back Learn More Service Desk Position – Bilingual Candidate Job #:  664499Apex Systems, the 2nd largest IT staffing company in the nation is seeking a Service Desk Analyst for a leading Client of ours in West Whiteland, PA. The ideal bilingual candidate will have experience in providing technical leadership to a large network of employees and business.For immediate consideration please, send your most updated Word resume to Technical Recruiter, Jayme Richards, at jmrichards@apexsystemsinc.com or call 215-591-9065.   JOB PURPOSETo provide a single point of contact / level one support for all user incidents and service requests.  The role will be responsible for ensuring a disciplined, systematic, yet empathtic approach is delivered for incident and service request resolution.PRINCIPAL ACCOUNTABILITIESActively identify, assess, record, resolve or escalate incidents and service requests ensuring they are handled within an agreed time limit, within agreed processes and in a professional and customer sensitive manner.Provide support and advice on IT related issues, ensuring the best use of IT systems, influencing changes to working practices where a need is identified.Offering advice to end users on all areas of IT, troubleshooting issues and ensuring trust and confidence in BIS is maintained.Ensure standards are met – this includes working as part of a team, sharing knowledge and working together to increase performance standards.To ensure effective communication within BIS teams and the business through the systematic execution of incident and service request processes – this includes making timely announcements to the business on systems availability and maintenance windowsTo actively promote and market BIS, including assisting with quality assurance and customer satisfaction surveys.To improve user confidence in the use of IT, being empathetic to a variety of new and experienced learners needs.Where necessary, act as the Major Incident Manager or “Controlling Mind” to restore a critical service to normal operationTo carry out any other duties which are within the employee’s skills and abilities whenever reasonably instructed.Ensure that at all times company Policies, Standards and Standard Operating Procedures (SOPs) are adhered to.As a member of the global BIS community you will be a champion of the function’s values and culture, while demonstrating and openly encouraging the behaviours expected from a professional, best in-class IT team.SCOPE Level 1 support, third parties and partnersThe role will be regional, with the function acting as the face of ITDelegated authority to act as the Major Incident Manager SPECIAL FACTORSGroup BIS consists of geographically dispersed teams and therefore all roles include working with remote and cross-cultural teams.The working environment is fast paced and there will be a requirement to deal with multiple enquiries at any one time.The role will need to serve Spanish and the Latin America markets.           EEO EmployerApex Systems LLC is an Equal Opportunity/Affirmative Action Employer. We evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status, and other protected characteristics. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at 866-612-2739.Learn More