Job Title:

Technical, Global Service Desk

Job Description

Roles & Responsibilities:

Initial assessment of reported incident or service request at HelpdeskProvides support for basic incidents reported via email, ticket or phoneFollow triage for High Severity Incidents and start Sev1/2 ticketHand over the all Sev1/2 incidents to Systems Availability Manager / BRCResolve basic incidents and requests regarding the use of application software products and/or infrastructure componentsCollect 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 responsibilityAsking 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 fixUsing automated diagnostic programs to solve network problemsUpdating knowledge bases with details of common problemsUsing helpdesk software to log calls with descriptions of issues, progress and solutionsAdhere to response & resolution SLA’s

Desired Skills:

Excellent verbal and written communication skillsWorking experience on BMC Remedy/Helix toolShould be willing to work in shiftsOverall, 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 SpanishGood understanding in EnglishCertifications & SpecializationsITIL V3 / ITIL Advanced

Experience:

1 to 3 years in industry1 year working experience in IT Service Desk / Helpdesk

Location:

ESP Work-at-Home

Language Requirements:

Time Type:

Full time

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