Senior Analyst - English, French, Microsoft Windows

Job Summary

The Analyst – Help Desk is responsible for resolving customers’ requests for assistance on standard commercial and proprietary software and hardware applications in English and other languages over various communication channels, including but not limited to telephone, e-mail, chat, social media, etc. Core requirements for the Analyst – Help Desk’s role is consistent customer care, maintaining high quality standards, timely reporting, ability to quickly adapt to changing priorities and fluctuations in workflow. He/she helps B2B customers by providing resolutions of technical and network issues in a friendly and professional manner using different channels of interaction.

Very good written and spoken command of English.\\r\\n• Very good written and spoken command of one or more foreign languages different than English on B2 or above level as per the Common European Framework of Reference for Languages, will be considered an advantage.\\r\\n

Key Responsibilities

Provide comprehensive support services, to support center customers within the Service Level Agreements. \r\n• Take all steps to troubleshoot reported issues and resolve or escalate to the appropriate level of competence. \r\n• Diagnose and resolve technical issues, related with laptops, desktops, tablets, printers, mobile phones, routers, Microsoft office package and other applications.\r\n• Maintain technical proficiency in all hardware and software, utilized by the clients.\r\n• Uninstall, reinstall software applications.\r\n• Verify proper hardware and software set up.\r\n• Resolve username and password problems.\r\n• Assist with navigation around application menus.\r\n• Troubleshoot email, VPN, and other issues.\r\n

Skill Requirements

Following processes and procedures according to the work standards.\r\n• Excellent Customer service.\r\n• Stress management.\r\n• Adaptability towards fast pace working environment. \r\n• Ethics and Team work.\r\n• Time Management and Prioritization \r\n• Excellent verbal and written communication skills \r\n• Personal productivity \r\n• Technical skills and knowledge including but not limited to: Windows Operating Systems, Remote Desktop Connectivity, Microsoft Office Suite, Internet Browsers, IT Service Management Tools, Anti-virus and Firewall Software, PC Hardware Knowledge (Desktop, Laptop, Peripherals)\r\n

Other Requirements

Following processes and procedures according to the work standards.\r\n• Excellent Customer service.\r\n• Stress management.\r\n• Adaptability towards fast pace working environment. \r\n• Ethics and Team work.\r\n• Time Management and Prioritization \r\n• Excellent verbal and written communication skills \r\n• Personal productivity \r\n• Technical skills and knowledge including but not limited to: Windows Operating Systems, Remote Desktop Connectivity, Microsoft Office Suite, Internet Browsers, IT Service Management Tools, Anti-virus and Firewall Software, PC Hardware Knowledge (Desktop, Laptop, Peripherals)\r\n