Job Description
The Bi-lingual Help Desk role is responsible for providing Level 1 technical support to users through multiple channels, ensuring timely resolution of issues related to personal computer hardware, software, and peripherals. This position requires strong communication skills, troubleshooting abilities, and adherence to defined service levels.
Key Responsibilities
- Manage inbound requests for support via multiple channels, including Chat, Telephone, Automated Email, Portal Generated requests.
- Diagnoses and troubleshoots Level 1 problems encountered with personal computer hardware, software, and peripherals.
- Answers the help desk line and responds to users’ requests regarding computer systems.
- Acknowledges receipt of all user requests within defined service levels.
- Initiates service orders (tickets) for all user requests, assisting users as necessary to provide appropriate information.
- Maintains user informatio...