Descripción de la oferta de empleo

IT Service Desk analyst is the first point of contact for the end users. Users will be able to contact the Service Desk through Calls, E-mail, Web, and Chat/IM to log tickets. Successful candidate will be required to have a service attitude and technical skills to undertake analysis and diagnosis in order to resolve end users issues and requests at the first level.

Responsibilities

• First point of contact for incidents and service requests logged by the end users

• Receiving, logging and managing tickets received via Phone/Email/Chat/web-forms

• 1st line support – Remote Troubleshooting and resolution of IT problems related to end use

   devices (computers and Mobile), Network, applications and computer peripherals

• Prioritize requests and incidents based on impact and urgency by selecting severity level

• Escalate and coordinate unresolved tickets with the relevant technical teams located globally

• Take ownership of user problems and follow up the status of problems on behalf of the user and

   communicate progress in a timely manner

• To maintain a high degree of customer service for all support queries and adhere to all service

   management principles

• Creating and updating support documentation and Knowledge base articles to assist other support

   staff and end users

Requirements

• Excellent Written and verbal communication skills in English and the desired project language (See

   below)

• Excellent organizational skills

• Strong Active listening skills.

• Prior IT support experience – Managing incidents including business expectations and

   communication

• Tech Savvy individual with good understanding of Computers, Network, software, mobile Devices

   and cloud based technologies

• Knowledge/experience with enterprise IT infrastructure will be an added advantage

• Knowledge of ITIL or similar IT Service management framework is an added advantage

• Project Language – Spanish along with English

Benefits

• ITIL foundation certification for eligible employees

• Technical trainings and certifications

  •      

      Apply in English and send CV to: Careers_CZ@infosys.com

Detalles del trabajo
Sector:
Information and communication
Campo de ocupación:
Customer services clerks
Experiencia laboral:
Work experience is not required
Habilidades lingüísticas:
  • English
  • Good
  • Spanish
  • Very good
Horquilla salarial::
Not provided
Date of expiry:
Link for more information:
www.infosysbpo.jobs.cz

About organisation

As of the latest EUROSTAT data (from March 2024), the Czech Republic continues to have one of the lowest unemployment rates in the European Union, standing at 2.1 %, compared to the EU average of 6.0 %. Labour is in demand across all regions of the Czech Republic, with the lowest unemployment rates in districts like Praha-východ (1.0 %), Praha-západ, Pelhřimov, and Benešov (each 1.4 %), and… Más información

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