Direct message the job poster from Ubique Systems
Responsibilities
* Work as part of the Shift system on the IT Service Desk
* Receives and handles requests for service, following agreed procedures.
* 1st line support: troubleshooting of IT related problems
* Promptly allocates calls as appropriate.
* Logs incidents and service requests and maintains relevant records.
* Identifies and classifies incident types and service interruptions.
* Records incidents cataloging them by symptom and resolution.
* Monitoring queues and assign tickets to appropriate resources for troubleshooting and ticket resolution.
* Monitoring queues to ensure SLAs are maintained.
* Assigning the tickets which are out of scope to Service Desk/Other Teams.
* Coordinating tickets that cross organizational boundaries to ensure customer satisfaction.
Skills required
* Technical Service Desk background
* Familiarity with ServiceNow
* Multi‑Lingual effective and fluent communication in language(s) (Native/almost native) French, Spanish, Italian and Portuguese
* Demonstrate ability to troubleshoot and research application issues.
* Ability to explain technical information to End Users with effective verbal and written communication.
* Be able to set priorities and handle multiple tasks. Ability to determine the priority of a problem and act accordingly.
* Adhere to Service Desk processes and procedures.
* Present a positive, effective, and flexible contribution to achieving team targets and objectives.
* Highly effective Team player:
o Openly and willingly shares ideas, knowledge, and expertise.
o Communicates constructively.
o Willingness to learn new skills and be open to consider different ideas and alternatives.
Language requirements
* Resource 1: French
* Resource 3: Spanish + Portuguese
* Resource 4: French + Italian
Seniority level
* Mid‑Senior level
Employment type
* Contract
Job function
* Information Technology
Industries
* IT Services and IT Consulting
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