Service Desk Analyst (Spanish + English)

Job Responsibilities

• Perform technical support to clients via telephone, chat, emails, or self-service tickets across all geographies.
• Provide Level 1/L1.5 triage and resolutions such as password resets and account unlock for reported incidents and requests ensuring 100% compliance with Internal policies and procedures.
• Provide hardware and software support to users which includes application supports like MS Office, Citrix, VPN, SCCM, Amazon Workspaces etc.
• Provide clients with a first level resolution, where possible, leveraging standard operating procedures or work instructions.
• Perform customer call backs as required.
• Provide remote solutions to problems, inquiry problems, and explain the solution in such a way that non-technical users understand.
• Taking Ownership for the Tickets/Request and communicating with customers on a regular basis to ensure speedy resolution.
• Meet Service level agreements like response and resolution time, ASA (Average Speed of Answering), (Average Handling Time for a Ticket/Request) AHT and (Customer Satisfaction) CSAT.
• Providing refreshers to new members onshore and offshore.
• Managing and Providing support to different LOB s during requirements.

Requirements

• Hands on experience on ServiceNow/SNOW/Remedy Now/ any ITSM tool.
• Basic understanding of DHCP, DNS, IP addressing and sub netting & Basic understanding of fixing Wireless LAN, Ethernet desktop configuration issues.
• Basic skill on MAC OS.
• Experience with ServiceNow Ticketing System.
• Open to work in 24*7 Work Environment with rotational Shifts and Week-Offs.

Qualifications

• Bachelor's degree in computer science or a similar field, IT Diploma holders are also preferred.