Service Desk Analyst

• Provide 1st level support for French or Spanish speaking customers. English also required

• Respond to user requests by telephone/email/chat/Service Management tool (Global Service Now) in a professional manner, to ensure users receive a timely service and Service Levels are met

• Obtain initial call information and create service records in Service Management tool

• To maintain balance between the qualitative and quantitative aspects of own work

• Ability to plan, schedule and monitor own work within a limited time horizon

• To improve own performance in a rapidly changing environment (constantly increasing complexity and volume of tasks, necessity of continuous training)

• Carrying out 'FCR' (First Call Resolution) on Incident tickets following the agreed work instructions.

• Within the operating guidelines decides which Incident tickets to escalate

• Monitor progress of requests for support and ensures users and other interested parties are kept informed.

• Translates spoken and written requests from one language into another.

• To prioritize user requests considering the business impact and ensure agreed Service Levels are met

• Monitor progress of requests for support and ensures users and other interested parties are kept informed

• To update databases with changes and status of each service request, according to agreed standards

• Follow procedures for escalation and urgent requests.

• Ensures all work is carried out and documented in accordance with required standards, methods and procedures

• Help users via first line technical support, troubleshoot computer/ application/ related IT problems.