OOH Infrastructure Monitoring Analyst with Spanish

Ideal candidate:

• Excellent command of the Spanish Language, both written and verbal;
• Good command of the English Language, both written and verbal;
• Must have very good customer facing skills;
• Strong attention to detail in logging support calls, updating call details and managing call closure;
• Excellent verbal and written communication skills, with a confident telephone manner;
• Availability to work in shifts: 24/7.

Technical and Professional Experience (Nice to Have):

• Event logging;
• Operating an ITSM management tool;Knowledge of Service Desk processes - ITIL.

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Job Description:

• Receive incidents and requests from customer end user via telephone, email, all related to networking, servers, Firewall;
• Monitoring the ticketing system;
• Process the ticket with a re-allocation to the appropriate individual/team;
• Be the primary person managing the lifecycle of the ticket through to conclusion;
• Ensure that the speed & flexibility of response meets the business needs and respects the contractual service levels;
• Escalation of critical and high priority tickets to line and senior management;
• To act as the primary interface with the user community actively promoting Service Excellence at all times;Liaise between departments/teams and to act on behalf of the User.