GSD - NY at New York

Job Description

Job Title: Global Service Desk Analyst (Portuguese or Spanish & English-speaking)

Type: Permanent

Department/Location: New York, NY

Start date: ASAP

Reports to:Service Desk Analyst

Allied Worldwide Ltd, a global IT services company serving the corporate marketplace has an exciting opportunity for an experienced Global Service Desk Analyst to work on our clients site, located in New York.

Our client is an internationally renowned luxury clothing designer with a fast-moving, creative, and dynamic environment.

Job Purpose

This is a bi-lingual (English and Portuguese or Spanish) 1st Line Service Desk shift-based role.

The role is to deliver Service Excellence by providing First Line Support and Customer Services to a large user community based worldwide, logging, tracking and recording to the resolution of calls in line with SLAs and targets set by the client.

The emphasis at all times is for the highest level of quality to the overall Customer experience.

Job Dimensions

• Excellent Customer Service skills with Customer Services background
• Previous experience of working on a Helpdesk/Service Desk for a large corporate
• Assertive, confident, positive and professional manner
• Strong attention to detail in logging support calls, updating call details and managing call closure
• Excellent verbal and written communication skills in both English and Portuguese or
  Spanish
• High degree of multi-tasking
• Ability to deal with potentially stressful situations and work under pressure.
• Flexible and adaptable as the business demands
• Ability to work in a team and individually

Internal Contacts: Internal customers at all levels, mostly from New York but also other geographical countries. Fluent in Portuguese is a pre-requisite for this job.

External Contacts:3rd party vendors, products & services within the remit of the service desk.

Principles

• Day to day responsibility for the delivery of support services
• Ensure that the speed & flexibility of response meets the business needs
• Problem Escalation and Resolution
• Develop and maintain business relationships with all the clients offices and Support Groups
• Maintain a professional attitude at all times

Main Accountabilities

• To act as the primary interface with the user community actively promoting Service Excellence at all times.
• To ensure that all IT/Facility related problems and requests are recorded in the call logging system and regularly updated
• To proactively perform call management by escalation and resolution
• To gain knowledge of the client and their systems.
• Liaise between departments / teams and to act on the behalf of the User.
• To manage external 3rd Party service providers as required.
• To manage and own and service desk calls through to resolution.

Job Holder Requirements

Essential

• A proven customer service / customer excellence record with an Enterprise / Corporate Client base.
• Confident yet friendly demeanor combined with excellent communication skills.
• Previous helpdesk / Service desk experience.
• Good problem solving and analysis skills.
• Knowledge of and experience in Customer Service and Service Excellence

Desirable

• Experience of MS Office & basic IT skills.
• Adding Active Directory and Exchange Accounts
• Knowledge of the ITIL Processes

To apply for this position, please send your CV to Prashant: [Click Here to Email Your Resum] or contact me on: +1347-535-5787

Job Requirements

This is a bi-lingual (English and Portuguese or Spanish) 1stLine Service Desk Role

Country: USA, State: New York, City: New York, Company: Allied Worldwide.