Job Description
Shift Based Role - Below is the requirement:
English Native speaker
The shift timings for these candidates will be either 10:00 AM to 6:00 PM or 11:00 AM to 7:00 PM Local time.
1.Role Type: 50% work from home & 50% from onsite - That translates to- 1 week – it’s 3 days at office, and the second week, it’s 2 days at office and keep that pattern.
JD for the role:
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 cataloguing 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:
* Openly and willingly shares ideas, knowledge, and expertise.
* Communicates constructively.
* Willingness to learn new skills and be open to consider different ideas and alternatives.
Thanks & Regards