Job Description

Overview

Executive Search expert with a passion for IT recruitment.

JD for the role:

Language requirements - Below is the requirement:

• Resource 1: French
• Resource 3: Spanish + Portuguese

Responsibilities

• Work as part of the Shift system on the IT Service Desk
• Receives and handles requests for service, following agreed procedures
• 1st line support: troubleshooting of IT related problems
• Promptly allocates calls as appropriate
• Logs incidents and service requests and maintains relevant records
• Identifies and classifies incident types and service interruptions
• Records incidents cataloging them by symptom and resolution
• Monitoring queues and assign tickets to appropriate resources for troubleshooting and ticket resolution
• Monitoring queues to ensure SLAs are maintained
• Assigning the tickets which are out of scope to Service Desk/Other Teams
• Coordinating tickets that cross organizational boundaries to ensure customer satisfaction

Skills / Qualifications

• Technical Service Desk background
• Familiarity with ServiceNow
• Multi-Lingual effective and fluent communication in language(s) (Native/almost native) French, Spanish, Italian and Portuguese
• Demonstrate ability to troubleshoot and research application issues
• Ability to explain technical information to End Users with effective verbal and written communication
• Be able to set priorities and handle multiple tasks. Ability to determine the priority of a problem and act accordingly
• Adhere to Service Desk processes and procedures
• Present a positive, effective, and flexible contribution to achieving team targets and objectives
• Highly effective Team player:
  • Openly and willingly shares ideas, knowledge, and expertise
  • Communicates constructively
  • Willingness to learn new skills and be open to consider different ideas and alternatives

Seniority level

• Mid-Senior level

Employment type

• Contract

Job function

• Information Technology

Industries

• IT Services and IT Consulting

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