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Service Desk Agent Italian Speaking
2 months ago
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 Mandarin 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
