L1 Service Desk Agent : Spanish & English speaking
NSC Global Ltd
Barcelona, ES
hace 13 horas


Main purpose of job :

Providing 1st level French-speaking telephone support to external and internal clients in connection with personal computers or networks, or network devices within the set expected service levels and in a quality beyond the expectations of the client.

To be a successful Service Desk Agent, the individual must be customer and service oriented, self-confident, and have an aptitude for ICT issues.


Main job tasks and responsibilities :

  • Maintains direct contact with the client or ticket owner, is available for receiving calls / e-mails / tickets / requests / incidents and to answer them as soon as possible.
  • Records the incoming client requests - orders or incidents - , creates tickets.
  • Questions the client thoroughly in the interest of fault diagnosis.
  • Monitors the systems and creates a ticket when a defect is detected.
  • Processes the incoming tickets (e.g. from the helpdesk).
  • Identifies, diagnoses and categorizes the incident / call / ticket and determines priorities.
  • Solves simple problems in connection with MS Office applications and the most common operation systems with the help of the knowledge base.
  • In case of working in the telecom systems field, solves simple problems concerning networks and network components.

  • Changes user settings from distance if needed.
  • Forwards more complex problems to next level of support.
  • Updates client information and the ticket management system throughout the whole process, and logs information.
  • Tracks tickets and informs the client about its status.
  • Observes the expected service levels as stated in the contract.
  • Closes the ticket.
  • Reports to the requester of report at the requested frequency.
  • Qualifications

    Must be fluent or possess an advanced level in Spanish and English.

    All interested candidates must be in possession of a valid EU passport.

    Full training to be provided.

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