1st Line Helpdesk Support Professional - Spanish Speaking Job in Manhattan, New York US
1st Line Helpdesk Support Professional Spanish SpeakingNew York 5 Days per weekStart: ASAPAllied Worldwide Limited is a large global IT co-sourcing company, specialising in producing IT solutions to its corporate client base.Due to new business acquirements, an exciting opportunity has arisen for a 1st Line Helpdesk Analyst to work for an internationally renowned company, specialising in the Fashion market, on site at their premises in Manhattan, New York.We are now recruiting for an experienced 1st Line Helpdesk Support Professional, with a proven track record in the following areas.
· Respond to incoming requests, via a variety of on the telephone and email against agreed thresholds in line with the contracted service levels.
· Logging all Incidents into Hornbill and allocation of a unique call reference number for all new calls and requests, including all call chases and updates being logged appropriately.
· Information Gathered at call receipt using agreed scripts and knowledge management information.
Ensure verification of customers details and availability for call back.
· Ensure appropriate categorisation is chosen to include call type, contract, SLA, and any other detail.
· Initial Response button is used if any steps towards resolution have been taken.
· Maintain customer service standards by answering all calls promptly, remaining courteous and professional at all times.
· Immediately assign calls not resolved at the service centre to the relevant resolving team or 3rd party as defined in the operational procedures and set customers expectation.
· Immediately reassign all cases sent to the incorrect queues.
· Raise Incidents Immediately to Incident management team to ensure effective communication.
· Where appropriate resolve customer enquiries and problems ensuring an accurate resolved status and closure code is used in agreement with the customer.
· Adhere to security policies agreed and detailed in operational procedures when changing passwords.
· To track and monitor calls that are with third parties, to liaise with third parties for a resolution and raise issues when resolution is not moving forward inside the appropriate timeframe.
· To escalate any problems/ potential issues to direct line management· To contribute to overall achievements of required Service Level by maintaining agreed personal targets.
Assist in ensuring SLAs and KPIs are met.· Update and maintain service desk documentation and administration of the call logging system as directed· Provide support and guidance for Service Desk Junior Analyst.We are looking for candidate with the following skills;-IT Support, Helpdesk experience-Strong Customer Service skills-Helpdesk or as first line supportAllied Worldwide are an equal opportunities employer.
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