Service Desk Senior Agent
We are looking for an experienced Service Desk Senior Agent to manage our IT Infrastructure Service Desk operations The ideal candidate will have extensive experience in managing and meeting SLA and KPI targets providing support through voice calls and being multilingual in English plus one or more of the specified languages
Key Responsibilities
* Manage Service Desk Operations Oversee the daily operations of the IT Infrastructure Service Desk ensuring efficient and effective support
* SLA and KPI Management Monitor and manage service level agreements SLAs and key performance indicators KPIs to ensure high-quality service delivery
* Voice Support Provide technical support through voice calls addressing and resolving IT infrastructure issues
* Multilingual Support Offer support in English and at least one of the following languages Brazilian Portuguese French Canadian French Spanish German Polish Vietnamese or Mandarin
* Incident Management Handle and resolve incidents ensuring timely and accurate documentation and follow-up
* Problem Solving Diagnose and troubleshoot technical issues providing effective solutions to end-users
* Collaboration Work closely with other IT teams and stakeholders to ensure seamless service delivery
* Training and Mentoring Provide training and mentoring to junior service desk agents fostering a collaborative and knowledgeable team environment
* Documentation Maintain comprehensive documentation of processes procedures and incident resolutions
Qualifications
* Experience 710 years of experience in IT Infrastructure Service Desk operations
* Technical Skills Strong knowledge of IT infrastructure including hardware software and network components
* SLA and KPI Management Proven experience in managing and meeting SLAs and KPIs
* Communication Skills Excellent verbal and written communication skills in English and at least one of the specified languages
* Problem-solving Strong analytical and problem-solving skills to diagnose and resolve technical issues
* Customer Service Exceptional customer service skills with a focus on providing a positive user experience
* Certifications Relevant IT certifications e.g. ITIL CompTIA A are a plus
Preferred Skills
Experience with IT service management ITSM tools
Knowledge of remote support tools and techniques
Familiarity with ITIL best practices
If you are interested please send your updated resume in English only. Portuguese resumes will be rejected.