Service Desk Analyst

About the job

Provide 1st level support for French or Spanish speaking customers. English also required Respond to user requests by telephone/email/chat/Service Management tool (Global Service Now) in a professional manner, to ensure users receive a timely service and Service Levels are met Obtain initial call information and create service records in Service Management toolTo maintain balance between the qualitative and quantitative aspects of own work Ability to plan, schedule and monitor own work within a limited time horizon To improve own performance in a rapidly changing environment (constantly increasing complexity and volume of tasks, necessity of continuous training) Carrying out FCR (First Call Resolution) on Incident tickets following the agreed work instructions. Within the operating guidelines decides which Incident tickets to escalate Monitor progress of requests for support and ensures users and other interested parties are kept informed. Translates spoken and written requests from one language into another. To prioritize user requests considering the business impact and ensure agreed Service Levels are met Monitor progress of requests for support and ensures users and other interested parties are kept informed To update databases with changes and status of each service request, according to agreed standards Follow procedures for escalation and urgent requests. Ensures all work is carried out and documented in accordance with required standards, methods and procedures Help users via first line technical support, troubleshoot computer/ application/ related IT problems.

Salary

Probation:

Duration:

Salary during probation: After probation:

Annual CTC: Competitive salary

Number of openings

1 Editor’s note

Information above is Internshala's interpretation and paraphrasing of what we found on the shared link.