Service Desk Analyst (Spanish + English)

Job Title :Service Desk L1

Location :Morrisville NC(onsite)

Job Description:

proficiency in the Spanish language.

To resolve assigned tickets and provide L1 remote desktop support in adherence to agreed SLA and quality standards of the company.

Key Responsibilities

- Provide level 1 remote desktop support to resolve tickets and handle hardware software and network issues via telephone/email/chat within agreed SLA. (25%)

- Adhere to quality standards (voice and accent tech monitoring) regulatory requirements and company policies. (20%)

- Ensure positive customer experience and CSAT through First Call Resolution minimum Average Handling Time (AHT) reduced rejected resolutions and reopen cases. (20%)

- Maintain high login efficiency (availability) for customers. (15%)

- Update worklogs and follow shift/escalation processes to escalate complex problems to appropriate support specialists or 2nd/3rd level IT support staff. (10%)

- Work on value-added activities such as knowledge base updates and self-development. (10%)