Job Title:
Technical, Global Service Desk
Job Description
Roles & Responsibilities:
- Initial assessment of reported incident or service request at Helpdesk
- Provides support for basic incidents reported via email, ticket or phone
- Follow triage for High Severity Incidents and start Sev1/2 ticket
- Hand over the all Sev1/2 incidents to Systems Availability Manager / BRC
- Resolve basic incidents and requests regarding the use of application software products and/or infrastructure components
- Collect information through a customer conversation, accessing support tools, and additional support staff (service resources) if needed.
- Escalating tickets to L2/L3 in timely manner for problems beyond the scope of their ability or responsibility
- Asking questions about the problem and explaining possible solutions
- Dealing with common or basic technical issues
- Taking remote desktop to diagnose the root cause and provide fix
- Using automated diagnostic programs to solve network problems
- Updating knowledge bases with details of common problems
- Using helpdesk software to log calls with descriptions of issues, progress and solutions
- Adhere to response & resolution SLA’s
Desired Skills:
- Excellent verbal and written communication skills
- Working experience on BMC Remedy/Helix tool
- Should be willing to work in shifts
- Overall, should be a good team player with willingness to learn and drive to achieve.
- Spanish language proficiency verbal and writing.
Qualification:
- Graduate with Diploma/Certificate in Information Technology
- Fluently in Spanish
- Good understanding in English
- Certifications & Specializations
Experience:
- 1 year working experience in IT Service Desk / Helpdesk
Location:
ESP Work-at-Home
Language Requirements:
Time Type:
Full time
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