IT Service Desk | Bilingual | English and Spanish  

The tasks and responsibilities described here shall be provided in English and Spanish.

Overview

To provide first line service desk support to external customers, assisting them with hardware and software problems via phone, or email or other communication solutions (Eg. Chat, self service Portal).

The IT Service Desk Agent is responsible for the day provision of the Services. This includes ensuring that a continually high level of service is provided to the customers as set out in transcosmos's agreements with customers, in the languages described in this document. In order to provide this high level of service the Agent will be required to effectively manage their available resources, including equipment, information, and technologies.

Summary

• Provide 1st line technical support by answering support queries via phone and email, or other communication solutions (Eg. Chat, self service Portal).
• Provide high level professional IT services in an efficient manner.
• Maintain a quality business relationship with all customers.
• Make effective use of procedural, informational, and technical documentation.
• Share knowledge with other team members as appropriate.

Duties and responsibilities

• Maintain a high degree of customer service for all support queries and adhere to all service management principles.
• Take ownership of user problems and be proactive when dealing with user issues.
• Log all calls in the ticket logging system.
• Respond to inquiries from clients and help them resolve their hardware or software problems.
• Continuously monitor incoming customer contacts including those made by any of the media available to Transcosmos' customers.
• Continuously monitor outstanding calls and ensure that provision is made in case of your absence.
• Support users in the use of computer equipment by providing necessary training and advice.
• Allocate more complex calls to the relevant IT Support team member.
• Ensure that all customer contacts are handled in a timely and effective manner and within the Service Level Agreements laid down by Transcosmos and Transcosmos' customers.
• Identify any service related issues and escalate to the Team Leader.

Reports to:

IT Service Desk Team Leader & Service Delivery Manager

• Vocational qualification (MCP or its equivalent) or University level education.
• At least 2 years of IT Service Desk experience.
• Experienced in using tickets logging systems.
• Experience with using and troubleshooting Microsoft Outlook within a network environment (permissions, calendar sharing, delegation).
• Experience with using and troubleshooting Microsoft Office with emphasis on MS Word, MS Excel and MS PowerPoint – at least to version of Office 2010.
• Strong knowledge of Microsoft based operating systems and peripherals - such as desktop and network printers/copiers.
• Good understanding of PC hardware set-up and configuration.
• Fluent English.
• Fluent in second language.
• Excellent customer service skills.
• Excellent communication skills, both written and oral.
  • Ability to communicate professionally and confidently at all levels.
• Good personal organizational skills.
• Excellent problem solving skills.
• Good attention to detail.
• Ability to:
  • Empathize with customers.
  • Effectively gauge urgency of incident / request.
  • Build effective working relationships at all levels.
  • Apply creativity to resolving incidents/requests
• Willing to work on shifting schedules.