Service desk analyst - Spanish + Portuguese

Service Desk Analyst - Spanish + Portuguese

Ideal candidate

Profile:

- Fluent communication (written & oral) in Spanish, Portuguese and English, quick learner, self-initiated, team player, open to work in shifts;

- Good Experience with using and troubleshooting Outlook

- Experience in troubleshooting Microsoft Office with emphasis on MS Word, MS Excel MS PowerPoint and Outlook is a plus;

- Experience of using call logging software;

- Previous experience as Customer Support Engineer / Technical Support Executive is preferred;

- Good understanding of infrastructure management processes; good understanding of process framework like ITIL would present a plus;

- Basic knowledge of Microsoft based operating systems with emphasis on Windows X;

- Basic understanding of PC hardware set-up and configuration.

Preferred, but not mandatory:

- Previous Helpdesk (Voice Support) experience;

- MCP/MCSE/CCNA certification.

Job description

Role and responsibilities:

- To provide 1st line/2nd line technical support; answering support queries via phone, email, Chat and Web

- To maintain a high degree of customer service for all support queries and adhere to all service management principles.

- To take ownership of user problems and be proactive when dealing with user issues.

- Logging / verifying customer details

- Identifying the issue and categorizing / prioritize the incident

- Creating a ticket in CRM tool

- Referring KB for workaround / resolution and attempting resolution

- Strong interpersonal skills are a prerequisite.

- Ability to work effectively in a dispersed team and individually.

- Ticket re-assignment to L2 if ticket unresolved by L1 (where ever applicable)

- Ticket reassignment to PRG's if ticket unresolved by L1 (where ever applicable)

- Routing / Chasing of tickets with other PRG's

- Recording trend of calls and identifying outages proactively

- Callbacks for customer not reachable cases & customer request

- Identifying the trend of calls / tickets and highlighting it to L2 / TL as applicable for outage confirmation (where ever applicable)

- Creating child tickets and tagging them with problem ticket

- Callback the user and confirm resolution (where ever applicable)

Benefits:

- Opportunity to work in a young and dynamic environment;

- Attractive benefits package;

- Lunch tickets

- Fitness deduction

- Health insurance and dental scheme;

- Opportunity to develop and learn constantly

- Access to internal training (job related and soft skills training).