Technical, Global Service Desk (Freelance)

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
* Certifications & Specializations
* ITIL V3 / ITIL Advanced

Experience:

* 1 to 3 years in industry
* 1 year working experience in IT Service Desk / Helpdesk