What are the responsibilities and job description for the Service Desk Analyst (Spanish + English) position at Noblesoft Technologies?
Job Title :Service Desk L1
Location :Morrisville NC(onsite)
Job Description
proficiency in the Spanish language.
To resolve assigned tickets and provide L1 remote desktop support in adherence to agreed SLA and quality standards of the company.
Key Responsibilities
Location :Morrisville NC(onsite)
Job Description
proficiency in the Spanish language.
To resolve assigned tickets and provide L1 remote desktop support in adherence to agreed SLA and quality standards of the company.
Key Responsibilities
- Provide level 1 remote desktop support to resolve tickets and handle hardware, software, and network issues via telephone/email/chat within agreed SLA. (25%)
- Adhere to quality standards (voice and accent, tech monitoring), regulatory requirements, and company policies. (20%)
- Ensure positive customer experience and CSAT through First Call Resolution, minimum Average Handling Time (AHT), reduced rejected resolutions and reopen cases. (20%)
- Maintain high login efficiency (availability) for customers. (15%)
- Update worklogs and follow shift/escalation processes to escalate complex problems to appropriate support specialists or 2nd/3rd level IT support staff. (10%)
- Work on value-added activities such as knowledge base updates and self-development. (10%)