Analista de Service Desk Bilíngue

We are looking for a Service Desk Bilingual Professional

Desired Competencies

Must Have

1. Strong communication skills
2. Language skills English – Advanced or Fluent (customer communication, ticket resolution and main responsibilities will be conducted in English).
3. Problem-solving and analytical thinking skills
4. Effective probing to quickly identify the heart of end-user problems
5. Experience working in application maintenance and customer service
6. Passion and strong interest in IT
7. Good understanding of database structures, queries and tools
8. Ready to learn every day
9. Attentive to changes in procedures
10. Attention to detail
11. Great team player

Good to Have

1. ITIL 4
2. Windows OS
3. Office365
4. ServiceNow
5. Citrix
6. Active Directory
7. University degree - best in Information Technology or related field; additional courses will also be considered a plus

Key responsibilities/Expectations from the Role

• Receiving customer and internal requests and issues related to IT services at the 1st support level via various mediums (mainly e-mail or self-service portal, etc.)
• Reading and/or listening to problem descriptions, information needs and support requests, while showing customer understanding and empathy as well as safeguarding our business interests and limiting the company’s liabilities and risks.
• Properly documenting all necessary information in the ticketing system.
• Creating, following-up and updating tickets and assigning the correct priorities and categories.
• Interpreting and analyzing the available information for determining the course of action to resolve the incident or fulfill the request.
• Providing feedback, status and resolution information to the requestor and to the relevant stakeholders

Show more Show less