Spanish Speaking Service Desk Analyst
Service Desk Analyst
Must be fluent in Spanish and English
Call center/Helpdesk role
To respond to the incidents problem changereported by Customer predominantly through Voice Interaction and also throughemail chat and web portal of Tickets in the call logging tool on behalf ofusers.
Take necessary action to resolve issue overphone or remotely or assign the issue to the right assignment group.
Monitor the service desk tool for open andpending incidents.
Own the incident and provide end to endresolution for the ticket.
This is a technical helpdesk role and the idealcandidate should be in a position to resolve L1 and L15 calls with a minimum of1 year of experience.
Experience in the domain of voice technicalsupport helpdesk is must.
Knowledge in International service deliverystandards such as ITIL eSCM or CMMi
Excellent verbal written communicationInterpersonal skills.
Should be able to drive customer experienceMust be familiar with Microsoft technologies and windows environment.
Smart phone Desktopand Laptop hardware software troubleshooting.