Essential Duties and 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
· Excellent Customer service skills.
· 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