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