Bilingual IT Help Desk Customer Service Representative

Job Summary

As a member of the Specialty Service Desk, you will be responsible for delivering world class IT support to Client employees and partners in the Field and Scientific divisions. This position is responsible for handling all aspects of inbound customer requests / incidents across multiple channels (chat, phone, email, web). This includes logging, triaging, resolving or escalating issues and timely follow up of service requests / incidents. You must be able to demonstrate your willingness to research more complex issues and bridge knowledge gaps.

What you get to do every day :

• Handle incoming inquiries (calls, chats, tickets) and / or redirect inquiries, if necessary, to appropriate support groups for resolution while setting End User expectations during the initial interaction.
• Create tickets and document all activities in Client ticket system (ServiceNow) in line with our quality standards.
• Perform troubleshooting to resolve or escalate to the appropriate Tier 2 teams.
• Research and resolve more complex Field / Scientific application and business process issues. Identify trends where applicable.
• Provide follow-up and status update inquiries to End Users on your open ticket queue and ensure every effort is made to meet SLA's.
• Utilize Knowledgebase to address End User inquiries and create Knowledgebase draft articles to address knowledge gaps.
• Participate in application testing, upgrades and deployment, and internal Service Desk projects as needed.
• Adhere to all Service Desk processes and procedures.
• Drive quality, process improvement and innovation to optimize service delivery.
• NOTE : Responsibilities of this role are not limited to the details above.

Qualifications & Experience

o Openly and willingly shares ideas, knowledge, and expertise.

o Communicates constructively.

o Willingness to learn new skills and be open to consider different ideas and alternatives.

o Have flexibility for working hours (any shift between 7am thru 7pm Monday-Friday)

o Expect to work on Company Holidays as needed.