Service Desk Analyst (Portuguese Speaker) Ref. 005299

As an IT Helpdesk Analyst, you will perform a support role for German-speaking customers on helpdesk queries, equipment configuration, backup maintenance, and software installing/de-installing. Your main aim will be to provide answers to the clients by identifying problems, researching answers, and guiding clients through corrective steps. 

Daily Activities: 

• Provide hardware/software/network problem diagnosis/resolution via telephone for end users customers
• Route problems to internal support group 
• Coordinate and manage relationships with vendors and work closely with support staff to obtain technical knowledge 
• Administer and provide User Access to various systems 
• Use the Call Tracking System to document and manage problems, work requests, and their respective resolutions and circumventions.

Tasks:

• To maintain high login Efficiency (Availability) for customers.
• To provide level 1 remote desktop support to resolve tickets and provide hardware or software or network problem diagnosis or resolution via telephone email or chat within agreed SLA of ticket volume and time. 
• To update work logs and follow shift or escalation processes to escalate complex problems to appropriate support specialists or route problems to 2nd and 3rd-level IT support staff as the case be. 
• Work on value-adding activities such as Knowledge base update and self-development. 
• To adhere to quality standards (voice and accent, Tech Monitoring), regulatory requirements, and company policies. 
• To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time (AHT), rejected resolutions, or Reopen Cases.

Soft Skills: 

• Excellent communication and conversation skills (both verbal and written) 
• Great customer handling skills and resourcefulness, vital for dealing with unforeseen situations
• Ability to acquire new information quickly and the willingness to do so at all times 

Technical Requirements: 

• Understanding of the IT environment and readiness to learn new processes and technologies
• Good working knowledge of Windows OS, MS Office, Internet browsers, Antivirus and Firewall software, and PC hardware ITIL knowledge would be an asset 

Language Requirements: 

• Excellent communication skills in Portuguese (oral and written)
• Knowledge of English at B2 level at least

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