Description
Service Desk/HelpDesk Analyst (Italian Speaker) (1st Line Support)
One of Europe's market leading clients are urgently looking for an Italian speaking Service Desk/HelpDesk Analyst to work in a multinational team in a progressive environment using cutting-edge technologies for a 3-6 months' contract in Budapest, Hungary.
The ideal Service Desk/HelpDesk Analyst will have the following skills/experience:
- Provide first level support - call, email, and chat support to customer's PC, including software and hardware related issues.
- Assign unsolved cases to the appropriate IT teams.
- Log all calls in the Helpdesk tracking database in English simultaneously with handling the call in native language
- Instruct users on ICT processes
- First Call Resolution Index
- Call Answering Time
- E-mail logging time
- Abandoned call rate
- Adherence to quality requirements
- Resolution Time (Mean Time To Resolve a Ticket)
- Customer Satisfaction Survey Results
- Call & Ticket creation ratio
Please send in your application for an immediate response/Further details - Interviews ASAP.