Service Desk Analyst

• 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 professional 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 environment (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.