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Bilingual Service Desk Analyst

4 semanas atrás

São Paulo, São Paulo, Brasil Tech Mahindra Business Process Services Tempo inteiro

Position: Bilingual Service Desk Analyst (Spanish & Portuguese) - Level 1

Location: Sao Paulo, Brazil

Responsibilities

  • Providing technical support per request to ensure closure according to the ITIL incident management process.
  • Tracking and updating tickets for each request, ensuring timely closure.
  • Responsibility for requests and tickets, including escalation for resolution and communication with the customer.
  • Executing the full incident management lifecycle, from initial registration to request closure and customer satisfaction survey.
  • Resolving application support issues.
  • Resolving printer issues.
  • Resolving VPN software and collaboration tools.
  • Resolving password reset and remote control tools.
  • Resolving issues with MS Windows, Office, desktops, laptops, and networks.

Qualifications

Experience – Essential

  • Understanding of computer systems.
  • Work experience in a 24/7 support environment.

Experience – Desired

  • 1 or more years of experience in a similar position.
  • Experience in desktop and application support.
  • Experience with ITSM ticketing tools.

Skills and Knowledge

  • Excellent verbal and written communication skills in Spanish and Portuguese.