Bilingual IT Help Desk Customer Service Representative

Job ID : 22-05413

Job Summary :

Help Desk Analyst is responsible for providing technical / application support to Client employees in the Field and Scientific divisions via phone, ticket or chat inquiries. Expectations include an ability to build rapport and develop relationships with end users, strong problem resolution / troubleshooting skills and an ability to provide a high percentage of First Level Resolution.

What you get to do every day :

• Accept incoming calls, redirect calls / tickets, if necessary, to appropriate support groups for resolution while identifying and setting end user expectations for follow-up during the initial interaction.
• Handle incoming chats within department SLA.
• Provide follow-up and status update inquiries to end users on your daily open ticket queue guideline.
• Utilize Knowledgebase to address end user inquiries and create Knowledgebase draft articles to address knowledge gaps.
• Create tickets and document all activities in Client ticket system (ServiceNow).
• Escalate more complex problems or unresolved issues to next level of support.
• NOTE : Responsibilities of this role are not limited to the details above.

Qualifications :