Service Desk Agent Italian Speaking

2 weeks ago

Johannesburg, Gauteng, South Africa The Legends Agency Full time


Service Desk Agent Italian Speaking

R25k - R30k/month

Sandton, Johannesburg

Our client that specialises in IT Solutions is seeking a dedicated and experienced Service Desk Agent fluent in English and Italian to join their team. The ideal candidate will have 1-3 years of service desk experience, excellent people and communication skills, and be able to handle a range of responsibilities including catching, dispatching, and general First Call Resolution (FCR). This role is crucial in providing timely and effective support to our Mandarin-speaking clients.

KEY RESPONSIBILITIES:

  • Handle incoming service requests and incidents from Italian-speaking users.
  • Accurately log and categorize issues in the service management system.
  • Prioritise and escalate issues as necessary, ensuring timely resolution or appropriate dispatch to specialised support teams.
  • Provide immediate assistance and resolution to common technical issues.
  • Troubleshoot and resolve issues efficiently during the initial contact.
  • Follow up on unresolved issues to ensure they are addressed in a timely manner.
  • Deliver exceptional customer service with a focus on clear, empathetic communication.
  • Maintain a high level of professionalism and courtesy while managing user expectations.
  • Document all interactions and resolutions in accordance with company policies.
  • Keep up to date with the latest technology trends and updates relevant to service desk operations.
  • Contribute to the creation and maintenance of knowledge base articles and support documentation.
  • Identify and suggest improvements to service desk processes and procedures.
  • Participate in training and development opportunities to enhance skills and knowledge.

EXPERIENCE REQUIREMENTS:

  • 1-3 years of experience in a service desk or technical support role.
  • Proven track record of managing service requests and resolving technical issues efficiently.
  • Experience supporting Italian-speaking users is essential.

SKILL REQUIREMENTS:

  • Strong interpersonal skills with the ability to engage with users effectively and build positive relationships.
  • Excellent verbal and written communication in both Italian and English. Ability to convey technical information clearly and concisely.
  • Demonstrated ability to troubleshoot and resolve technical issues independently.
  • Ability to prioritize tasks and manage time effectively in a fast-paced environment.

QUALIFICATIONS:

  • CompTIA A+
  • CompTIA Network+
  • Microsoft Certified Professional (MCP)
  • Applicable Skillsoft courses or other relevant technical training

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