Spanish-Portuguese Language Expert (Positive Communication Skills) with IT
Background
Job Description
We are looking for a Service Desk Engineer to provide technical assistance to
our clients. They will be the first point of contact for the users who call our
IT Service Desk. While providing the highest level of customer service, the
Service Desk Engineer handles issues from incoming tickets, calls & chats.
Tracks all information in a ticket tracking system, uses a knowledge base tool
along with their expertise to resolve tier 1 requests in a timely fashion. The
Service Desk Engineer escalates unresolved problem/issues/requests to the proper
tier 2 support/advanced resolver teams. Troubleshooting basic end user issues on
various software applications, hardware (Laptop, Desktop & Printer) and network
systems.
Core Competencies
* Communication skills - Excellent oral and written communication skills
* Strong Computer Skills and the Ability to Troubleshoot and Diagnose Problems
* Experience with troubleshooting OSS and BSS tools
* Good Customer Service Skills
* Ability to communicate effectively to help customers fix their issues and
feel satisfied with the experience
* Experience with working on ITSM tools
* Specific Knowledge of other required Computer Systems/Applications for
different work environments.
Operational Requirement
* Responding to queries via chat, email, or phone
* Resolving problems with networks and other computer systems
* Diagnosing system errors and other issues
* Following up with customers to ensure full resolution of issues
* Following up and coordinating with other teams/Partners to resolve customer
issues.
* Recommending improvements and fix process gaps
* Remotely accessing hardware or software for clients to make changes and fix
problems
* Coordination & follow-up with Level2, F
📌 Spanish & Portuguese Service Desk -Sr Engineer-Cloud & Infra Engg (Bengaluru)
🏢 Birlasoft
📍 Bengaluru
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