Bi-lingual Help Desk

Job Summary: 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 information and documentation. Participates in ensuring that client requests via the ticketing system are managed to closure. 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 information and documentation. Participates in ensuring that client requests via the ticketing system are managed to closure Required Qualifications: Strong telephone etiquette skills Ability to develop business relationships and communicate effectively with the user community. Basic troubleshooting skills. Basic understanding of the fundamentals of network, server, and desktop administration, installations, upgrades, techniques, tools, and equipment Education: Bachelors Degree