TransPerfect helps organizations navigate the global marketplace. It remains founder-led and has striven to maintain the ethos and drive that led them to grow organically year-on-year for the past 30 years.
Starting in an NYU dorm room in the early 1990s, TransPerfect is recognized as the largest translation and language services company in the world, with thousands of employees located in 90+ offices around the world, surpassing $1 billion in revenue in 2021.
We're looking for a Service Desk Analyst who will provide white-glove application support for Trial Interactive Premium Support by performing tasks requested by the requestor, and analyzing issues while guiding users through step-by-step solutions.
Solutions may include but are not limited to resolving access issues, setting up the study workspace, configuration validation, email notifications, local system, network, or application’s infrastructure, or assistance with navigation around application features, menus, and functional queries.
Support will be provided by clearly communicating solutions in a user-friendly, professional manner. This position will perform related work as required for white-glove service.
Key Position Responsibilities :
Deliver exceptional service and support to end-users using an online Service Desk ticketing system.
EU Service Desk Analyst will be a part of the Trial Interactive Tier 2 Premium Support Team a Global Support Team under the Service Desk umbrella.
Will be responsible for all aspects of white-glove service as defined by the Director of Support Services.
Interact with requesters to provide and process information in response to inquiries, concerns, and requests, about our products and services.
Gather complete information around the request to determine the issue by analyzing the symptoms.
Diagnose issues related to the local system, email client, network, application, infrastructure, use case, and more to provide relevant solutions.
Research required information using available resources.
Follow standard processes and procedures.
Identify and escalate priority issues to appropriate resources, teams, as applicable.
Accurately process and record the communication on the Service Desk ticket.
Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business.
Organize thoughts and communicate oral messages appropriate to listeners and situations.
Follow up timely and make callbacks as scheduled, where necessary.
Stay current with system information, changes, and updates.
For any help, assistance, escalation, you would always first reach out to an available Service Desk Analyst II team member.
Process change updates requested from a ticket should be reported to Senior Service Desk Analyst, for validation and further communication.
Monitoring ticket queue and communication groups, on hourly basis.
Complete all other tasks that are deemed appropriate for your role and assigned by your manager / or on-floor supervisor.
Essential Skills / Experience Required :
Client facing / Service Champion.
Strong communication skills client, team, management.
Ability to handle multiple tasks.
Navigate dynamic environment.
Demonstrated proficiency in typing, grammar, and accuracy of details.
Must be solution-oriented.
Must be versed in phone etiquette white-glove presence at all times.
Strong listening skills.
Strong analytical skills.
Multi-tasking capabilities, able to shift as urgencies come, and re-prioritize workflows.
Knowledge about the computer fundamentals, web applications, and browsers.
Work well in a team environment to drive client success.
Minimum Bachelor’s degree or its equivalent.
Strong Computer fundamentals with basic knowledge about the Internet, Browsers, and MS Office Suite.
Service Desk experience Helpdesk Technical Support Global Customer Support experience.
Project Management experience.
Application Support Specialist experience.