Level 1 Service Desk Analyst (Italian or French Support)

  • Job Reference: 00008928-1
  • Date Posted: 3 May 2022
  • Recruiter: Allied Worldwide Limited
  • Location: Abercynon, Rhondda Cynon Taff
  • Remote Working: Temporarily remote due to COVID-19
  • Salary: £18.00 to £20.00
  • Sector: Customer Service
  • Job Type: Contract
  • Work Hours: Full Time

Job Description

Job Title : Level 1 Service Desk Analyst (Italian or French Support)

Location: Abercynon 

Duration: 6 Months Contract (remote support (work from home) until office resumes.)

Job Description:

Shift Pattern:
Shif 1 - 7.30 am - 4:00 pm with one hour for lunch break Shift 2 - 8.00 am - 4.30 pm with one hour for lunch break Shift 3 - 8.30 am - 5:00 pm with one hour for lunch break Shift 4 - 9.30 am - 6:00 pm with one hour for lunch break, you will be required to work on a Saturday (9.00 – 17.00) on a rotational basis, it’s approx. every 7 weeks that the Saturday shift is required.  The following Friday is then a day off.
The team follows the above-mentioned shift pattern, would you be comfortable to work in a rotational shift and would you able to reach work before 7:30 AM for the first shift (when office resumes)

Job purpose


The purpose of this role will be to provide 1st level support for Allied’s customer users and Dealers as part of the Service Desk team based in Cardiff.

Position Objectives and Responsibilities

  • Primary objective is to provide 1st Line support for the new (SRAP/CALMS Transition Service) project. The countries of main responsibility will include Spain/Germany/France/Italy.
  • Be readily available to answer phone calls, emails and web portal requests from the users in a professional and efficient manner.
  • Provide timely, first call resolution to technical support issues while following company standards
  • Escalate incidents to Level 2 Service Desk Analysts or Resolver groups.
  • Provide accurate and updated information on incidents assigned to the Service Desk until the reported incidents are resolved.
  • Maintain a high degree of customer service for all support requests.
  • Log and monitor all incidents to aid in identifying potential problem trends.
  • To remotely control users PC’s to investigate, diagnose and resolve issues.
  • Manage all aspects of your own performance e.g. incident handling, quality, timekeeping and absence reporting
  • Identify any training requirements to help with your role and to develop your skills.
  • Required to a shift pattern (including weekends) and offer on call support.

Security & Compliance:

  • Ensure that the Service Desk processes and procedures are followed in compliance with Customer’s security and audit requirements
  • Be familiar with and support Customer’s Global Security Policies
  • Understanding and promoting the customer policy on Treating Customers Fairly (TCF)
  • To ensure ongoing adherence to all relevant compliance regulations that may govern the Customer’s/Allied business and complete all regulatory knowledge training where applicable in a timely fashion



  • Minimum 1-year experience in service desk or customer service industry preferred

Key skills and Knowledge

  • Has the ability to provide Level 1 IT support
  • A general knowledge of IT systems and infrastructure with an ability to learn new tools/areas quickly
  • Strong knowledge of Microsoft based operating systems and suites
  • A strong focus on service delivery and customer satisfaction
  • Good attention to detail with a methodical and thorough approach to work
  • Ability to stay calm under pressure
  • Organized and good at juggling tasks and prioritizing
  • A great team player
  • A desire to show initiative
  • Highly organized with excellent communication skills
  • Great communication skills
  • Enthusiastic and passionate about their work
  • Good analytical and troubleshooting skills are required
  • Personal Integrity / discretion
  • Open communication style / good listener
  • Team focused
  • Great time management and ability to prioritise multiple responsibilities
  • Good written and verbal presentation skills


Language Skills:

  • English – essential
  • Italian or French – Native level