Service desk analyst

• 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 tool
•To 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.