JD for the role:
Language requirements - Below is the requirement:
* Resource 1: Spanish + Portuguese
Please consider these parameters
1. Role Type: 50% work from home & 50% from onsite - For the WFH/WFO, let me clarify - the requirement is 50% from office. That translates to: 1 week - it's 2 days at office, and the second week, it's 3 days at office and keep that pattern
2. Location: Chester, UK (Resource has to be within 50 KM distance of client site).
Essential Duties and Responsibilities
1. Work as part of the Shift system on the IT Service Desk
2. Receives and handles requests for service, following agreed procedures.
3. 1st line support: troubleshooting of IT related problems
4. Promptly allocates calls as appropriate.
5. Logs incidents and service requests and maintains relevant records:
6. Identifies and classifies incident types and service interruptions
7. Records incidents cataloging them by symptom and resolution
8. Monitoring queues and assign tickets to appropriate resources for troubleshooting and ticket resolution.
9. Monitoring queues to ensure SLAs are maintained.
10. Assigning the tickets which are out of scope to Service Desk/Other Teams
11. Coordinating tickets that cross organiza...