Technical, Global Service Desk

Job title:

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