01Overview
Area(s) of responsibility Spanish-Portuguese Service Desk Analyst
Window of Support - 24/7
Exp Level - 3 to 5+ Years
Location- Mumbai, Pune, Noida, Bangalore
Spanish-Portuguese Language Expert (Good Communication Skills) with IT Background
Job Description
We are looking for a Service Desk Engineer to provide technical assistance to our clients. They will be the first point of contact for the users who call our IT Service Desk. While providing the highest level of customer service, the Service Desk Engineer handles issues from incoming tickets, calls & chats. Tracks all information in a ticket tracking system, uses a knowledge base tool along with their expertise to resolve tier 1 requests in a timely fashion.
The Service Desk
Engineer escalates unresolved problem/issues/requests to the proper tier 2 support/advanced resolver teams. Troubleshooting basic end user issues on various software applications, hardware (Laptop, Desktop & Printer) and network systems.
Core Competencies
Communication skills - Excellent oral and written communication skills
Strong Computer Skills and the Ability to Troubleshoot and Diagnose Problems
Experience with troubleshooting OSS and BSS tools
Good Customer Service Skills
Ability to communicate effectively to help customers fix their issues and feel satisfied with the experience
Experience with working on ITSM tools
Specific Knowledge of other required Computer Systems/Applications for different work environments.
Operational Requirement
Responding to queries via chat, email, or phone
Resolving problems with networks and other computer systems
Diagnosing system errors and other issues
Following up with customers to ensure full resolution of issues
Following up and coordinating with other teams/Partners to resolve customer issues.
Recommending improvements and fix process gaps
Remotely accessing hardware or software for clients to make changes and fix problems
Coordination & follow-up with Level2, Field-Ops for ongoing queries/request
Follow up on pending tickets and updates
The Go-to person for directing the requester for finding a solution with the right stake holders
Provide an end user experience with follow up calls for the resolution and closure of tickets or incidents
Good communication Skills-
International Customer Experience
Technical Call centre experience.
Strong troubleshooting experience
MS- office,0365, AD, Outlook
Able to resolve Software, hardware issues.
Good presentation skills, Able to communicate with Customers.
International Client/customer experience
must have experience working with international clients.
Able to work in Night Shift- 24/7 Rotational Shifts & week offs.
remote troubleshooting Skills
Remote session elevation
AD troubleshooting
Elevating user as Admin
Desktop troubleshooting
Basic understanding of IT Ecosystems like AD, Outlook, ITIL.
Identify and diagnose issues and problems.
Support problem identification.
Categorize and record reported queries and provide solutions.
Escalate, if needed, unresolved problems to a higher level of support. .
