Area(s) of ResponsibilitySpanish-Portuguese Service Desk Analyst

- Window of Support: 24/7

- Experience Level: 3 to 5 Years

- Location: Mumbai, Pune, Noida, Bangalore

- Language Requirement: Spanish-Portuguese Language Expert (Valuable Communication Skills) with IT Background

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: Ability to troubleshoot and diagnose problems

- Experience: Troubleshooting OSS and BSS tools

- Customer Service Skills: Good Customer Service Skills

- Effective Communication: Ability to communicate effectively to help customers fix their issues and feel satisfied with the experience

- ITSM Tools: Experience with working on ITSM tools

- Specific Knowledge: 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 fixing process gaps

- Remotely accessing hardware or software for clients to make changes and fix problems

- Coordination & follow-up with Level2, Field-Ops for ongoing queries/request

- Follow up on pending tickets and updates
- The go-to person for directing the requester for finding a solution with the right stakeholders

- Provide an end user experience with follow up calls for the resolution and closure of tickets or incidents

Additional Skills

- Good communication skills

- International customer experience

- Technical call center experience

- Strong troubleshooting experience

- Proficiency in MS Office, O365, AD, Outlook

- Able to resolve software and hardware issues

- Good presentation skills, able to communicate with customers

- Must have experience working with international clients

- Able to work in night shift - 24/7 rotational shifts & week offs

- Remote troubleshooting skills

- Remote session elevation

- AD troubleshooting

- Elevating users as Admin

- Desktop troubleshooting

- Basic understanding of IT ecosystems like AD, Outlook, ITIL

- Identify and diagnose issues and problems

- Support problem identification

- Categorize and record reported queries and provide solutions

- Escalate, if needed, unresolved problems to a higher level of support

Locations

- Country/Region: IN

- Requisition ID: 36689

- Work Model:

- Position Type:

- Salary Range:

- Location: INDIA - BENGALURU - BIRLASOFT OFFICE

📌 Title: Portuguese & Spanish-Service Desk -Sr Engineer-Cloud & Infra Engg (India)
🏢 Birlasoft
📍 India