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Concentrix IT Helpdesk technician in Work at Home, Spain

Job Title:

IT Helpdesk technician

Job Description

Job Description

Roles & Responsibilities:

  • Initial assessment of reported incident or service request at Helpdesk

  • Provides support for basic incidents reported via email, ticket or phone

  • Follow triage for High Severity Incidents and start Sev1/2 ticket

  • Hand over the all Sev1/2 incidents to Systems Availability Manager / BRC

  • Resolve basic incidents and requests regarding the use of application software products and/or infrastructure components

  • Collect information through a customer conversation, accessing support tools, and additional support staff (service resources) if needed.

  • Escalating tickets to L2/L3 in timely manner for problems beyond the scope of their ability or responsibility

  • Asking questions about the problem and explaining possible solutions

  • Dealing with common or basic technical issues

  • Taking remote desktop to diagnose the root cause and provide fix

  • Using automated diagnostic programs to solve network problems

  • Updating knowledge bases with details of common problems

  • Using helpdesk software to log calls with descriptions of issues, progress and solutions

  • Adhere to response & resolution SLA’s

Desired Skills:

  • Excellent verbal and written communication skills

  • Working experience on BMC Remedy/Helix tool

  • Should be willing to work in shifts

  • Overall, should be a good team player with willingness to learn and drive to achieve.

  • Spanish language proficiency verbal and writing.

Qualification:

  • Graduate with Diploma/Certificate in Information Technology

  • Fluently in Spanish

  • Good understanding in English

  • Certifications & Specializations

  • ITIL V3 / ITIL Advanced

Experience:

  • 1 to 3 years in industry

  • 1 year working experience in IT Service Desk / Helpdesk

Location:

ESP Work-at-Home

Language Requirements:

Time Type:

Full time

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