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
1. Technical Service Desk background
2. Familiarity with ServiceNow
3. Multi-Lingual effective and fluent communication in language(s) (Native/almost native) French, Spanish, Italian and Portuguese
4. Excellent Customer service skills.
5. Demonstrate ability to troubleshoot and research application issues.
6. Ability to explain technical information to End Users with effective verbal and written communication.
7. Be able to set priorities and handle multiple tasks. Abili...