Service Desk Analyst with Bulgarian

Profile:

- Willingness to work on 24/7 shift support
- Fluent communication (written & oral) in Bulgarian and English, quick learner, self-initiated, team player, open to work in shifts;
- Good Experience with using and troubleshooting Outlook
- Experience in troubleshooting Microsoft Office with emphasis on MS Word, MS Excel MS PowerPoint and Outlook is a plus;
- Experience of using call logging software;
- Previous experience as Customer Support Engineer / Technical Support Executive is preferred;
- Good understanding of infrastructure management processes; good understanding of process framework like ITIL would present a plus;
- Basic knowledge of Microsoft based operating systems with emphasis on Windows X;
- Basic understanding of PC hardware set-up and configuration.


Preferred, but not mandatory:

- Previous Helpdesk (Voice Support) experience;
- MCP/MCSE/CCNA certification.

- To provide 1st line/2nd line technical support; answering support queries via phone, email, Chat and Web

- To maintain a high degree of customer service for all support queries and adhere to all service management principles.

- To take ownership of user problems and be proactive when dealing with user issues.

- Logging / verifying customer details

- Identifying the issue and categorizing / prioritize the incident

- Creating a ticket in CRM tool

- Referring KB for workaround / resolution and attempting resolution

- Strong interpersonal skills are a prerequisite.




- Ability to work effectively in a dispersed team and individually.

- Ticket re-assignment to L2 if ticket unresolved by L1 (where ever applicable)

- Ticket reassignment to PRG's if ticket unresolved by L1 (where ever applicable)

- Routing / Chasing of tickets with other PRG's

- Recording trend of calls and identifying outages proactively

- Callbacks for customer not reachable cases & customer request

- Identifying the trend of calls / tickets and highlighting it to L2 / TL as applicable for outage confirmation (where ever applicable)

- Creating child tickets and tagging them with problem ticket

- Callback the user and confirm resolution (where ever applicable)