Spanish Speaking Level 1 Analyst

Recruiter
Undisclosed Company
Location
Greenock, Inverclyde
Salary
Up to £20000 per annum + Relocation Package + Benefits
Posted
08 Jul 2019
Closes
22 Jul 2019
Ref
es Grk
Contact
Manpower UK
Job Type
Temporary
Hours
Full-time

Spanish Speaking Level 1 Analyst

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 level 1 analyst 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. SDD(CSC) is accountable for accurately capturing relevant statistical data, measuring SLAs and reporting variance in delivery performance to the Service Reporting function, This position involces high volume call taking, chat service and e-mail

Responsibilities

  • Work as part of a team, co-ordinated by their Service Leaders
  • Have a detailed understanding of Service Desk responsibilities and service level target
  • Ensure a thorough knowledge of all Procedures and Processes
  • Ensure an understanding of the company structure and location
  • Answer all telephone calls in a polite and professional manner
  • Provide an excellent customer experience
  • 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
  • Responsible for all details to be updated in Call Logging Tools
  • Ensure that all open tickets in all queues are updated daily with meaningful updates
  • Take ownership of tickets when meaningful updates are not available and follow to completion
  • Ensure that the escalation process is invoked for all calls nearing SLA or where there are not meaningful updates
  • Update customers on tickets
  • Chase resolver Groups for ticket resolution
  • Confirm ticket resolution and closure
  • Assist, where necessary, in any additional tasks from Service Leaders

Skills

  • Fluent in written & spoken Spanish
  • Fulent in written & spoken English
  • Ability to learn, retain and apply large amounts of information
  • Accept and meet quantitative goals
  • Professional and courteous demeanor

Working Hours

Shifts are rotational from Monday to Friday between 7am to 7pm

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