Technical, Global Service Desk

Job title:

Technical, Global Service Desk

Company:

Concentrix

Job description

Job Title: Technical, Global Service DeskJob DescriptionRoles & 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

• ITIL V3 / ITIL Advanced

Experience:

• 1 to 3 years in industry

• 1 year working experience in IT Service Desk / Helpdesk

Location: ESP Work-at-HomeLanguage Requirements:Time Type: Full timeIf you are a California resident, by submitting your information, you acknowledge that you have read and have access to the

Expected salary

Location

España

Job date

Fri, 20 Dec 2024 23:54:58 GMT

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