L1 Service Desk Analyst with Italian or German

responsibilities :

• Provide first level support to customer in relation to IT requests and incidents including software and hardware related issues not limited to desktops (support involves mobile computers and other mobile devices).
• Assist users over the telephone, through e-mail, voice mail, chat, over web interface and other channels customers reach out to Service Desk seeking IT support.
• Identify and solve software and hardware problems by giving step-by-step instructions.
• Provide advanced support to customer’s PC using remote control tool.
• Effectively communicate with other team members, 2nd and 3rd Level technical teams and end-users in order to provide and process information in response to Incidents, Service Requests, queries, escalations and reach SLAs.
• Handle and document all incoming requests or incidents within the contractually agreed timeframes in IT Service Management tool. Own the ticket throughout its life-cycle and ensure that all relevant information is captured as per Quality guidelines. Follow up on the existing tickets, escalate unsolved cases to appropriate IT team : Network, Server, Application or other Support teams and ensure cases' timely resolution.
• Log all contacts in the helpdesk tracking database in English simultaneously while handling the call in other language (language selected or spoken by customer).
• Instruct users on usage of application systems.
• Instruct users on ICT processes.
• Translate end user communications to or from English in case necessary or required.

requirements-expected :

offered :

benefits :