BPO Multilingual Service Desk Analyst (Estonian)

Work shift: Mid and Night-Shift

Qualifications:

• at least a Vocational Diploma, Short Course Certificate Undergraduate, or Bachelor's / College Degree in any field
• With or Without Service Desk Experience.
• With IT support/Technical experience.
• Should have an , active working visa, Temporary Resident Visa or Permanent Resident Visa who are currently in the Philippines are welcome to apply
• Can speak, read, and write in Estonian.
• Willing to work onsite.
• The process will be a language, technical, and final interview.

• Handles first line incidents, including triage and troubleshooting, resolution where possible and assignment or escalation of tickets to 2nd/3rd line support teams.
• Supports Service Request Management and Service Restoration Management Level 1
• Resolve issues utilizing excellent customer service skills, problem solving skills, technical thinking/reasoning skills.
• Receive and respond to user inquiries and requests via phone, chat, portal and email.
• Ensure fast and accurate turnaround of work.
• Solve problems using agreed upon procedures.
• Develop a comprehensive understanding and mastery of all Service Desk tools.
• Remain updated on products, policy, procedure and other important operational issues.
• Perform other duties as assigned