Agent Service DeskFrench or Spanish Speaker
Posted on :
21-05-2024
Employer Active
1 Vacancy
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Job Description
- Provide Service Operations support to internal and external customers in accordance with the terms of the customer contract and SLAs.
- to ensure the correct functioning and maintenance of all internal and external systems and products serviced by Service Operations.
- When required act as the customer SPOC and coordinate the scheduling of intervention with Customer's internal resolver groups and the Service Desk ensuring the highest level of customer services and communications are maintained to resolve the fault and incident within the prescribed SLA.
- Ensure shortest possible restoral times possible initiating the timely escalations to specialized Resolver groups inside and outside SITA according to the customer contracts and SLAs and monitoring requirements.
- To proactively detect events related to Service Operations services conduct diagnostics provide service request ownership to ensure the resolution of customer faults.
- Reporting and escalating all observed incidents to proper SITA operational escalation points- When/where required perform assigned tasks on 24 x 7 shifts basis.
- Provide a professional support and assistance to SITA customers to understand their issues and open incidents for resolution by the SITA support organization with all the relevant and required information.
- Attempt resolution of incidents at level 1 whenever possible and diagnose possible incident cause for referring incidents to the right resolver group.
- Monitor incident resolution progress and chase up resolver groups for updates and resolution as per the defined product or customer SLA. Qualifications Who you are
- 0-1 year of experience in technical support, customer support, or any related fields in the IT industry. Preferably in a network service support environment.
- Basic knowledge and understanding of Network protocols.
- Basic technical skills in networking, including LAN/WAN, routing, switching, wireless, and VPN technologies.
- Product and Service knowledge in one or several of the following areas at the beginner level: oDesktop services oNetwork Services
- Customer-specific services and solutions (for dedicated support)
- Exposure to ITIL and IT and network components and principles
- Experience working with IT Network equipment (CISCO, Huawei, Juniper etc)
- Demonstrated maturity in handling complex customer issues and irritated customers
- Excellent customer communication skills both verbal and written in English.
- ITIL/ITSM
- Bachelor’s degree in computer science, Computer Engineering, or relevant IT disciplines
- ITIL Foundation Certificate and CCNA is desirable
- Info Gathering & Processing
- Product/Solution Knowledge
- Service Excellence Attitude
Employment Type
Full Time
Department / Functional Area
Key Skills
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