Senior Service Desk Engineer - Spanish & Portuguese

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.