Provide 1st level support for French or Spanish speaking customers. English also required
Respond to user requests by telephone/email/chat/Service Management tool (Global Service Now) in a qualified manner, to ensure users receive a timely service and Service Levels are met
Obtain initial call information and create service records in Service Management tool
To maintain balance between the qualitative and quantitative aspects of own work
Ability to plan, schedule and monitor own work within a limited time horizon
To improve own performance in a rapidly changing setting (constantly increasing complexity and volume of tasks, necessity of continuous training)
Carrying out “FCR” (First Call Resolution) on Incident tickets following the agreed work instructions.
Within the operating guidelines decides which Incident tickets to escalate




Monitor progress of requests for support and ensures users and other interested parties are kept informed.
Translates spoken and written requests from one language into another.
To prioritize user requests considering the business impact and ensure agreed Service Levels are met
Monitor progress of requests for support and ensures users and other interested parties are kept informed
To update databases with changes and status of each service request, according to agreed standards
Follow procedures for escalation and urgent requests.
Ensures all work is carried out and documented in accordance with required standards, methods and procedures
Help users via first line technical support, troubleshoot computer/ application/ related IT problems.

📌 Service Desk Analyst Ernakulam (India)
🏢 InfoBeans
📍 India