Italian/English Help Desk Analyst -Home Office

Alphanumeric is hiring an Italian/English Help Desk Analyst to join our Italian team supporting our global client's services in Lisbon and or Montreal

This is a work from home position and has a night shift schedule so you must be able to commit to work and training hours. No sales involved and full benefits offered after 4 months.

This is a contract until January 2020, with a good possibility to extend after.

OUR OFFER:
Paid Training - Training: 8:00 AM to 4:30 PM Monday to Friday.
Employer-paid E-Learning courses
A work from home program
Employee recognition awards
Referral bonus program
Team building activities/events
Casual business attire

Shift hours: 7:00 AM to 4:00 AM Monday to Friday if based in Portugal

Shift hours: 2:00 AM to 11:00 AM Monday to Friday if based in Canada



Position Summary:

Provide Service Desk support to external customers and users
Receive, document and track all incoming customer/user calls for immediate remedy and closure
Utilize computer and database information to update incident status
Serve as the single point of contact (SPOC) for incidents, including owning the call through the closure
Essential Functions and Responsibilities:

Provide service desk support to contracted clients
Use defined procedures for responding to customer calls
Collect information from caller and document data elements in the designated tool
Maintain records of all calls from customers using the designated Service Management tool
Provide detailed documentation of all steps involved in resolving customer issues
Escalate issues to the appropriate department and personnel
Investigate, examine, troubleshoot and solve hardware and software issues quickly
Maintain a pleasant demeanor and attitude in the day-to-day communication and interface with customers
Provide support and instruction for client products
Perform all procedures based on Standard Operating Procedures (SOPS) with associated testing
Update knowledge base for all clients
Unlock and reset passwords for user accounts
Resolve issues for clients using a designated remote access tool
Ability to have a flexible schedule to assist in responding to emergency support issues and situations
Other duties as assigned

Job Requirements: Education and/or Experience:

MUST be fluent in English and Italian with excellent written and oral communication skills.
Minimum 1 year of experience as a Service Desk Analyst or equivalent customer service position.

Computer Skills:

Proficient in Windows, Microsoft Office Applications
Basic keyboarding skills, ability to use the mouse, multiple monitors, and touchpad
Communication Skills, Reasoning Ability and/or Mathematical Skills:

Detail oriented with excellent time management skills
Exceptional problem solving and organizational skills
Strong analytical and time management skills
Excellent verbal and written communication skills

MUST be fluent in English and Italian with excellent written and oral communication skills.
Minimum 1 year of experience as a Service Desk Analyst or equivalent customer service position.

Computer Skills:

Proficient in Windows, Microsoft Office Applications
Basic keyboarding skills, ability to use the mouse, multiple monitors, and touchpad
Communication Skills, Reasoning Ability and/or Mathematical Skills:

Detail oriented with excellent time management skills
Exceptional problem solving and organizational skills
Strong analytical and time management skills
Excellent verbal and written communication skills

After 4 months