IT Service Desk Analyst with Spanish

IT Service Desk analyst is the first point of contact for the end users. Users will be able to contact the Service Desk through Calls, E-mail, Web, and Chat/IM to log tickets. Successful candidate will be required to have a service attitude and technical skills to undertake analysis and diagnosis in order to resolve end users issues and requests at the first level.

Responsibilities

• First point of contact for incidents and service requests logged by the end users

• Receiving, logging and managing tickets received via Phone/Email/Chat/web-forms

• 1st line support – Remote Troubleshooting and resolution of IT problems related to end use

   devices (computers and Mobile), Network, applications and computer peripherals

• Prioritize requests and incidents based on impact and urgency by selecting severity level

• Escalate and coordinate unresolved tickets with the relevant technical teams located globally

• Take ownership of user problems and follow up the status of problems on behalf of the user and

   communicate progress in a timely manner

• To maintain a high degree of customer service for all support queries and adhere to all service

   management principles

• Creating and updating support documentation and Knowledge base articles to assist other support

   staff and end users

Requirements

• Excellent Written and verbal communication skills in English and the desired project language (See

   below)

• Excellent organizational skills

• Strong Active listening skills.

• Prior IT support experience – Managing incidents including business expectations and

   communication

• Tech Savvy individual with good understanding of Computers, Network, software, mobile Devices

   and cloud based technologies

• Knowledge/experience with enterprise IT infrastructure will be an added advantage

• Knowledge of ITIL or similar IT Service management framework is an added advantage

• Project Language – Spanish along with English

Benefits

• ITIL foundation certification for eligible employees

• Technical trainings and certifications

      Apply in English and send CV to: Careers_CZ@infosys.com