Multilingual Service Desk Analyst

Your future duties and responsibilities: Your main responsibilities as a Multilingual Service Desk Analyst are as follows:

• Resolve issues utilizing excellent customer service skills, problem-solving skills, technical thinking/reasoning skills, and a high level of individual judgment to ensure outcomes of customer satisfaction.
• Receive and respond to user inquiries and requests via telephone, email, and case tracking system professionally and with speed, accuracy, and proficiency.
• To work in partnership with local management, colleagues, and clients at all levels to ensure requests are resolved to the satisfaction of the customer.
• Produce quality work and results.
• Ensure fast and accurate turnaround of work.
• Solve problems using agreed-upon procedures as well as proper escalation processes.
• Develop a comprehensive understanding and mastery of all tools.
• Remain updated on products, policies, procedure,s and other important operational issues.
• To come in on time and on scheduled shifts and adhere to breaks as assigned by the staff manager.
• Follow the rest day schedule as assigned.
• Advice staff manager of planned leaves as stated in the Handbook.
• Maintain quality standards in accordance with agreed metrics.
• Ensure that all quality deficiencies are corrected in a timely manner for activities in your function.
• To submit necessary service delivery reports.
• Ensure feedback is given to the staff manager if potential issues are detected.
• Ensure feedback is given to the staff manager if process improvement measures can be implemented.
• Ensure attendance at planned meetings.

• Proficient in written and verbal communication in the English language and at least one of the following languages.
• Keen attention to detail.
• Proficient computer and technical skills.
• Solid analytical and problem-solving skills.
• Good process mapping ability.
• Proactive, service-minded and able to multi-task.
• Good interpersonal skills (empathy, verbal dexterity, etc.)
• Background in IT or Finance or HR is a plus.