Service desk - level 1 support

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 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:
• Openly and willingly shares ideas, knowledge, and expertise.
• Communicates constructively.
• Willingness to learn new skills and be open to consider different ideas and alternatives