Service Desk Analyst - English and Chinese
Endava
Iasi, Romania
3 zile în urmă

Responsibilities

  • First point of contact for Customers for raising IT service incidents or requests via email, phone, instant messaging or any other agreed channel
  • Monitor Customer infrastructure alerts using specific tools
  • Log and classify each incident or request using Service Management tools
  • Provide 1st level IT service support - perform troubleshooting and resolve if possible, perform Request Fulfillment
  • Escalate incidents or requests to appropriate support teams in case resolution is not possible at SD level
  • Keep Customer updated on agreed intervals, based on Service Level Agreements
  • Provide details on cause, resolution or steps using non-jargon terms
  • Act as an interface between Customers and Endava support teams
  • Qualifications and Experience

  • Advanced English and Chinese skills - mandatory
  • Passionate about technology, even if you don’t have previous experience in IT
  • Strong problem solving and communication skills
  • Open to working with demanding customers and deliver to tight deadlines
  • Adaptable and good team player
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