Italian Tier 1 Service Desk Support Analyst in 08018, Cataluña, Spain

Position summary: • Provide Service Desk support to external customers and users • Receive, document and track all incoming customer/user calls for immediate remedy and closure • Utilize computer and database information to update incident status • Serve as the single point of contact (SPOC) for incidents, including owning the call through closure Key responsabilities: • Provide timely customer service support to contracted clients • Use defined procedures for responding to customer calls • Collect information from caller and document data elements in designated tool • Maintain records of all calls from customers using designated Service Management tool • Provide detailed documentation of all steps involved in resolving customer issues • Escalate issues to the appropriate department and personnel • Investigate, examine, troubleshoot and solve hardware and software issues quickly • Maintain a pleasant demeanor and attitude in the day-to-day communication and interface with customers • Provide support and instruction for client products • Perform all procedures based on Standard Operating Procedures (SOPS) with associated testing • Update knowledge base for all clients • Unlock and reset passwords for user accounts • Resolve issues for clients using designated remote access tool • Ability to have flexible schedule to assist in responding to emergency support issues and situations • Other duties as assigned Required skills: MUST be fluent/bilingual in English, Italian and Spanish • Excellent written and oral English communication skills • Exceptional problem solving and organizational skills • Excellent analytical and problem solving skills • Excellent customer service orientation • Ability to adjust and adapt to situations in a timely manner • Motivated self-starter, proactive with initiative to work and learn Required education and experience: Higher education degree highly preferred and a minimum of 1 year previous service desk experience in a call center environment preferred and/or any equivalent combination of education and customer service experience. Required technical skills: • Proficient in Windows Operating Systems and MS Office Suite applications • Computer keyboarding, multiple monitor and touch-pad skills • Solid understanding of various software and hardware

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