Portuguese And Spanish Customer Speaking Service Analyst

Job Title - Level 1 Analyst Role

Language Requirement - Portuguese And Spanish

Salary - £20,000 per year + Shift Allowance

Objective

The objective of the Service Desk is the single point of contact between service providers and the Client on a day to day basis. It is also a focal point for reporting new incidents, requesting updates in existing incidents and making service requests and logging Service Requests. The Customer Service Centre has an obligation to keep the client informed of service events, actions and service opportunities that are likely to impact the Client service or operation. The Customer Service Centre is accountable for accurately capturing relevant statistical data, measuring SLAs and reporting variance in delivery performance to the Service Reporting function.

Responsibilities

 Have a detailed understanding of Service Desk responsibilities and service level target
 Grow thorough knowledge of all Procedures and Processes
 Gain an understanding of the company structure and location
 Increase your understanding of the support provided by the Service Desk
 Handle calls and logging in a timely manner, and that all Service Level Agreements are met
 Knowledge of all tools used: Remedy, IMKD, Forum, Mail-in databases
 Answer all telephone calls in a polite and professional manner
 Provide customer service support for Call Management queries
 Respond to customer enquiries within SLA
 Achieve high level of fix on phone
 Call dispatch to resolver teams
 Log all Password / PIN resets as a First Time Fix
 Pass high severity cases through to Production Service Management where appropriate
 Chase resolver Groups for ticket resolution
 Confirm ticket resolution and closure
 Assist, where necessary, in any additional tasks from Service Leaders

Expectations

 Pro-active, ensuring a high level of professionalism is maintained at all times within the group.
 Have the ability to deal with people at all levels both internally and externally in an efficient and courteous manner.
 Take a Quality approach and ensure all processes and procedures are documented in compliance with ISO
 Follow all documented Processes and Procedures for the Service Desk
 Continually strive to improve existing processes and identify new steps or gaps where necessary

Working Hours - 40 hours per week, flexible shifts between the hours of 06.00 and 22.00