Job Summary
Italian Language Service desk support
To independently troubleshoot/resolve assigned tickets and provide L1 remote desktop support in adherence to agreed SLA and quality standards of the company.
Key Responsibilities
Provide technical assistance and troubleshooting to Italian-speaking users via phone, email, and chat.\\\\r\\\\n• Diagnose, resolve, and escalate IT issues related to hardware, software, and network systems.\\\\r\\\\n• Document support requests and solutions accurately in the ticketing system.\\\\r\\\\n• Collaborate with other IT teams to ensure timely resolution of user problems.\\\\r\\\\n• Deliver excellent customer service while maintaining professionalism and confidentiality.\\\\r\\\\n 1. To provide level 1 remote desktop support to resolve tickets /provide hardware / software / network problem diagnosis / resolution via telephone/email/chat within agreed SLA of ticket volume and time.
2. To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies.
3. To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions / Reopen Cases.
4. To maintain high login Efficiency (Availability) for customers.
5. To update worklogs and follow shift/ escalation process to escalate complex problem to appropriate support specialists/route problems to 2nd and 3rd level IT support staff as the case be.
6. Work on value adding activities such Knowledge base update & self development.