Italian/English Help Desk Analyst -Ho
Alphanumeric Systems
East Attica, GR
πριν από 16 ώρες
source : Loadjobs

Job Description :

Alphanumeric is hiring an Italian / English Help Desk Analyst to join our Italian team supporting our global client's services in Lisbon and or Montreal

This is a work from home position and has a night shift schedule so you must be able to commit to work and training hours.

No sales involved and full benefits offered after 4 months.

This is a contract until January 2020, with a good possibility to extend after.

OUR OFFER :

Paid Training - Training : 8 : 00 AM to 4 : 30 PM Monday to Friday.

Employer-paid E-Learning courses

A work from home program

Employee recognition awards

Referral bonus program

Team building activities / events

Casual business attire

Shift hours : 7 : 00 AM to 4 : 00 AM Monday to Friday if based in Portugal

Shift hours : 2 : 00 AM to 11 : 00 AM Monday to Friday if based in Canada

Position Summary :

Provide Service Desk support to external customers and users

Receive, document and track all incoming customer / user calls for immediate remedy and closure

Utilize computer and database information to update incident status

Serve as the single point of contact (SPOC) for incidents, including owning the call through the closure

Essential Functions and Responsibilities :

Provide service desk support to contracted clients

Use defined procedures for responding to customer calls

Collect information from caller and document data elements in the designated tool

Maintain records of all calls from customers using the designated Service Management tool

Provide detailed documentation of all steps involved in resolving customer issues

Escalate issues to the appropriate department and personnel

Investigate, examine, troubleshoot and solve hardware and software issues quickly

Maintain a pleasant demeanor and attitude in the day-to-day communication and interface with customers

Provide support and instruction for client products

Perform all procedures based on Standard Operating Procedures (SOPS) with associated testing

Update knowledge base for all clients

Unlock and reset passwords for user accounts

Resolve issues for clients using a designated remote access tool

Ability to have a flexible schedule to assist in responding to emergency support issues and situations

Other duties as assigned

Job Requirements : Education and / or Experience :

MUST be fluent in English and Italian with excellent written and oral communication skills.

Minimum 1 year of experience as a Service Desk Analyst or equivalent customer service position.

Computer Skills :

Proficient in Windows, Microsoft Office Applications

Basic keyboarding skills, ability to use the mouse, multiple monitors, and touchpad

Communication Skills, Reasoning Ability and / or Mathematical Skills :

Detail oriented with excellent time management skills

Exceptional problem solving and organizational skills

Strong analytical and time management skills

Excellent verbal and written communication skills

Requirements :

MUST be fluent in English and Italian with excellent written and oral communication skills.

Minimum 1 year of experience as a Service Desk Analyst or equivalent customer service position.

Computer Skills :

Proficient in Windows, Microsoft Office Applications

Basic keyboarding skills, ability to use the mouse, multiple monitors, and touchpad

Communication Skills, Reasoning Ability and / or Mathematical Skills :

Detail oriented with excellent time management skills

Exceptional problem solving and organizational skills

Strong analytical and time management skills

Excellent verbal and written communication skills

Benefits : After 4 months

Skills :

Commitment to Customer Service, English, Help Desk Support, Italian, Service Desk

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