Service Desk Analyst with Dutch and French

  • Full Time
  • Warsaw

Website Collabera

Job Description

Roles and Responsibilities:

  • Serve as the first point of contact for end users seeking technical assistance over the phone or chat or email or web
  • Perform remote troubleshooting through diagnostic programs
  • Determine the best solution for faster resolution of end users issue
  • Educate and guide the end user through the problem-solving
  • Direct unresolved issues to level 2 and 3 support teams
  • Provide information on IT products or services based on end user query
  • Record all issues and their resolution in IT ticketing tool
  • Follow-up and update end user on status and information of issue reported
  • Identify and suggest improvements on current processes followed.
  • Adherence to policies and procedures, closure of open calls after resolution.
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