We are looking on behalf of our client for a Service Desk Analyst Spanish & Portuguese full-time remote.
Company mission :
Our client is a leading global information technology, consulting and business process services company. They harness the power of cognitive computing, hyper-automation, robotics, cloud, analytics and emerging technologies to help their clients adapt to the digital world and make them successful.
A company recognized globally for its comprehensive portfolio of services, a strong commitment to sustainability and good corporate citizenship, they have a dedicated workforce of overserving clients across six continents.
Providing 1st line technical support, answering support queries via phone, email, Chat and Web
Maintaining a high degree of customer service for all support queries and adhere to all service management principles
Taking ownership of user problems and be proactive when dealing with user issues.
Logging / verifying customer details
Identifying the issue and categorizing / prioritize the incident
Creating a ticket in a CRM tool like ServiceNow
Referring KB for workaround / resolution and attempting resolution
Ticket re-assignment to L2 / L1.5 if ticket unresolved by L1 (wherever applicable)
Ticket reassignment to Other Resolver groups if ticket unresolved by L1 (wherever applicable)
Routing / Chasing of tickets with other Resolver groups
Recording trend of calls and identifying outages proactively
Callbacks for customer not reachable cases & customer request
Identifying the trend of calls / tickets and highlighting it to L1.5 / Team Lead as applicable for outage confirmation
Creating child tickets and tagging them with problem ticket
Callback the user and confirm resolution (wherever applicable)
Troubleshooting issues related to Outlook email / MS office suite / WebEx / Jabber / Cisco AnyConnect VPN, Chrome / Safari, IE, Firefox etc.
as per scope document and SOW
Handling issues using Remote tools.
Makes recommendations for updates to the KB database
Opportunity to work in a young and dynamic environment
Attractive benefits package
Health insurance and dental scheme
Opportunity to develop and learn constantly
Access to internal training (job related and soft skills training)
Apply for this Service Desk Analyst Spanish & Portuguese position