Your Future Duties And Responsibilities
Your main responsibilities as a Multilingual Service Desk Analyst are as follows:
- Resolve issues utilizing excellent customer service skills, problem-solving skills, technical thinking/reasoning skills, and a high level of individual judgment to ensure outcomes of customer satisfaction.
- Receive and respond to user inquiries and requests via telephone, email, and case tracking system professionally and with speed, accuracy, and proficiency.
- To work in partnership with local management, colleagues, and clients at all levels to ensure requests are resolved to the satisfaction of the customer.
- Produce quality work and results.
- Ensure fast and accurate turnaround of work.
- Solve problems using agreed-upon procedures as well as proper escalation processes.
- Develop a comprehensive understanding and mastery of all tools.
- Remain updated on products, policies, procedure,s and other important operational issues.
- To come in on time and on scheduled shifts and adhere to breaks as assigned by the staff manager.
- Follow the rest day schedule as assigned.
- Advice staff manager of planned leaves as stated in the Handbook.
- Maintain quality standards in accordance with agreed metrics.
- Ensure that all quality deficiencies are corrected in a timely manner for activities in your function.
- To submit necessary service delivery reports.
- Ensure feedback is given to the staff manager if potential issues are detected.
- Ensure feedback is given to the staff manager if process improvement measures can be implemented.
- Ensure attendance at planned meetings.
Required Qualifications To Be Successful In This Role
- Proficient in written and verbal communication in the English language and at least one of the following languages.
- Keen attention to detail.
- Proficient computer and technical skills.
- Solid analytical and problem-solving skills.
- Good process mapping ability.
- Proactive, service-minded and able to multi-task.
- Good interpersonal skills (empathy, verbal dexterity, etc.)
- Background in IT or Finance or HR is a plus.
