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Russian - IT Service Desk Analyst

GlobexPeoplePH

30+ days ago

Job type

Quick Apply

Job description

The IT Service Desk Analyst role provides first-line technical support via phone, email, chat, and web, ensuring a high level of customer service.

Responsibilities include logging and categorizing issues, troubleshooting common IT problems (O365, VPN, MS Office, Outlook, etc.), escalating unresolved issues, and maintaining knowledge base updates.

Candidates should have 0-5 years of experience, strong troubleshooting skills, familiarity with Windows OS, and ServiceNow.

Excellent communication, customer service, and time management skills are essential.

The role requires flexibility for shift work, including weekends and holidays, with English and Russian bilingual proficiency requirement.

Responsibilities :

To provide 1st line technical support, answering support queries via phone, email, Chat and Web
To maintain a high degree of customer service for all support queries and adhere to all service management principles.
To take ownership of user problems and be proactive when dealing with user issues.
Logging / verifying customer details
Identifying the issue and categorizing / prioritize the incident
Creating a ticket in CRM tool like ServiceNow
Referring KB for workaround / resolution and attempting resolution
Strong interpersonal skills are a prerequisite.
Ability to work effectively in a dispersed team and individually.
Ticket re-assignment to L2 / L1.5 if ticket unresolved by L1 (wherever applicable)
Ticket reassignment to Other Resolver groups if ticket unresolved by L1 (wherever applicable)
Routing / Chasing of tickets with other Resolver groups
Recording trend of calls and identifying outages proactively
Callbacks for customer not reachable cases & customer request
Identifying the trend of calls / tickets and highlighting it to L1.5 / Team Lead as applicable for outage confirmation
Creating child tickets and tagging them with problem ticket
Callback the user and confirm resolution (wherever applicable)
Trouble shooting issues related to Outlook email / MS office suite / WebEx / Jabber / Cisco AnyConnect VPN, Chrome / Safari, IE, Firefox etc.

as per scope document and SOW

Handling issues using Remote tools.

Makes recommendations for updates to the KB database Qualifications :

IT Service Desk experience 0-5yrs

Excellent troubleshooting skills (O365 / VPN / Skype / Printer / Active Directory / MS-Office etc.)

Understanding of Windows X operating system

Assisting with configuring / troubleshooting of Software and Hardware

Experience working with ServiceNow to log, track, close tickets

Experience in resolving IT issues via phone / email / chat

Excellent telephone etiquettes and customer service

Excellent troubleshooting skills

Knowledge of Microsoft based operating systems with emphasis on Windows X

Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, delegation, Windows laptop & Mac books, Desktop, Multi-functional devices (MFD) , Mobile & Tablets)

Experience with using and troubleshooting Microsoft Office with emphasis on MS Word, MS Excel and MS PowerPoint.

Basic understanding of PC hardware set-up and configuration.

Should have good understanding of infrastructure management processes; Understanding of ITIL framework is needed.

Good communication (written & oral), presentation skills, quick learner, self-initiated, team player, open to work in shifts

Willingness to work in 9 x 5 support environment including working on Weekends and Holidays

Flexible to work in a 24 x 7 Environment due to English Language Support

Excellent time management skills and ability to work under pressure

Continuous commitment to professional development

English and Russian Bilingua Powered by JazzHR

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Service Desk Analyst • PH