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IT Help Desk - Portuguese

Tampa, FL 33634

Posted: 04/27/2023 Job Number: 23749908

Job Description

Monday Friday 10: 30AM- 7PM
Rotating Hybrid Schedule: 2 days on-site one week, 3 days on-site one week.
Required Skills:
  • Minimum High School Diploma; preferred Bachelor's Degree.
  • Minimum of 2 years Help Desk experience.
  • Multi-Lingual effective and fluent communication in English and Portuguese.
  • Basic understanding of ITIL Framework and IT Service Management.
  • Excellent Customer service skills.
  • Basic Knowledge of Microsoft Windows, Office 365, Outlook and hardware/ipad support.
  • Prior related work experience in a technical support environment, and/or Service Desk environment preferred (including tools, processes, and methodologies, Telephony systems and ServiceNow etc.).
  • Some knowledge and experience using Apple products and technologies, including iPhone and iPad devices.
  • Experience supporting applications running on Windows operating system.
  • Ability to diagnose and troubleshoot complex problems and work to a resolution.
  • Ability to explain technical information to End Users with effective verbal and written communication.
  • Ability to troubleshoot basic hardware issues, peripherals and other devices.
  • Ability to set priorities and handle multiple tasks. Ability to determine the priority of a problem and act accordingly.
  • Highly effective Team player:
    • Openly and willingly shares ideas, knowledge, and expertise.
    • Communicates constructively.
    • Willingness to learn new skills and be open to considering different ideas and alternatives.
  • In addition, candidates must:
    • Have flexibility for working hours (any shift between 7am thru 7pm Monday-Friday)
    • Be able to work from the office at least 50% of the time (candidates must have a reliable home broadband connection when working from home).
    • Expect to work on Company Holidays as needed.

Project Description:
  • As a member of the Specialty Service Desk, you will be responsible for delivering world class IT support to the Client's employees and partners in the Field and Scientific divisions.
  • This position is responsible for handling all aspects of inbound customer requests/incidents across multiple channels (chat, phone, email, web).
  • This includes logging, triaging, resolving or escalating issues and timely follow up of service requests/incidents.
  • You must be able to demonstrate your willingness to research more complex issues and bridge knowledge gaps.
  • Handle incoming inquiries (calls, chats, tickets) and/or redirect inquiries, if necessary, to appropriate support groups for resolution while setting End User expectations during the initial interaction.
  • Create tickets and document all activities in the ticket system (ServiceNow) in line with our quality standards.
  • Perform troubleshooting to resolve or escalate to the appropriate Tier 2 teams.
  • Research and resolve more complex Field/Scientific application and business process issues. Identify trends where applicable.
  • Provide follow-up and status update inquiries to End Users on your open ticket queue and ensure every effort is made to meet SLA's.
  • Utilize Knowledgebase to address End User inquiries and create Knowledgebase draft articles to address knowledge gaps.
  • Participate in application testing, upgrades and deployment, and internal Service Desk projects as needed.
  • Adhere to all Service Desk processes and procedures.
  • Drive quality, process improvement and innovation to optimize service delivery.

This 12+ month position starts ASAP.

Please E-MAIL your resume (attachment to email) with rate and availability to Supriya: supriya@AlphaConsulting.Com


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Supriya Kamble

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