Job Title: Analyst I, IT Service Desk(Spanish)
Job Location: Hyderabad
Skills: Proficiency in the Spanish language is mandatory.
General Summary
Support, diagnose, analyze, and resolve first-level user incidents and fulfill first-level user requests in compliance with CommScope Service Desk standards, policies, and procedures; meet or exceed CommScope’s service level, quality, customer satisfaction, user experience, and job performance. Provide support via chat, telephone, email, and remote support, related to workstation hardware and software, mobile devices, network connectivity, and audio, video, and web conferencing systems. Perform account administration, software installation, and other routine activities. Resolve basic issues directly; escalate more complex issues to upper-tier support functions, or where applicable, to the IT Service Desk Supervisor. Leverage the knowledge base to resolve incidents and escalate when knowledge gaps are identified. Complete all assigned learning and development activities. Demonstrate basic knowledge of the CommScope business and user segments, technology, IT functions, and Service Desk (including Service Desk tools and processes). Raise continual improvement opportunities, especially those associated with reducing ticket volume and time to repair, and shifting demand left. Provide support for L1.5 Analyst process, technology, and functional specialty area owners, and complete related tasks and training associated with these areas. Work on one of three shifts providing 24x7x365 coverage. The role requires an adaptive schedule, i.e., moving among shifts, or starting/finishing at different times to meet user demand.
Duties & Responsibilities:
Deliver effective user experiences and satisfaction by providing first-level support services on an assigned shift for a 24x7x365 US-English-based Service Desk
Analyze trends for ways to prevent future problems
Acquire and maintain required skill levels, including voice and chat channel skills, technical troubleshooting skills, and soft skills, e.g., emotional intelligence and effective interactions
Participate in HR activities as needed, e.g., onboarding and performance management
Escalate to the Shift Supervisor where difficult or controversial calls are received that cannot be handled through normal functional escalation channels
Provide statistics/reports and attend meetings as requested, e.g. training/awareness sessions
Liaise with other Service Desk and CommScope staff as required
Attend briefings on changes or deployments that may affect volumes at the Service Desk
Efficiently handle user and user device demand for Service Desk services, including incident handling, service request fulfillment, standard change handling, Service Desk knowledge management/learning, support for problem management, critical incident handling, and service continuity, Service Desk service level management, reporting, review, participation in audit, staff and ticket quality management, staff training and development, and continual improvement; act as a hierarchical escalation point for Service Desk Supervisors and L1.5 Analysts for issues that cannot be handled by functional escalation; escalate issues that may significantly impact the business to higher-level management in a timely, crisp manner
Participate in shift-left and quality and continual improvement and automation initiatives
Apply basic technical knowledge to resolve application, hardware, and services solutions
Execute basic policies and procedures developed for the function
Recognize, research, analyze, isolate and resolve problems related to information systems/services
Coordinate referrals to appropriate technical, professional, or service personnel for appropriate services, repairs, training, and follow-up
Document requests, issues, and applied fixes in the ticketing system
Perform administration of accounts in various business information systems
Apply understanding and knowledge of information systems, technology, products, and services to assist end-users with questions and service requests
Develop end-user help sheets and technical support documentation
Provide support & implementation guidance for technical solutions; review and revise support procedures as required to satisfy specific helpdesk &/or customer needs
Provide support services (queue monitoring and management, incoming call management, customer request, and issue resolution & escalation) and implementation deliverables
Skills Required:
Speak English and Spanish fluently
Bachelor’s degree or equivalent degree with 4+ years of experience
Include demonstrated competencies and physical, mental, & interpersonal skills.
ITIL® Foundation Level Certification (or equivalent) Preferred, including knowledge and experience executing ITIL best practices in an organization of similar in size, scope, and complexity as CommScope, including incident management and service request fulfillment, and, as applicable, one or more of the following specialty areas: standard change management, Service Desk knowledge management/learning and development, support for problem management, critical incident handling, and service continuity, Service Desk service level management, reporting, review, participation in audit, staff and ticket quality management, staff training and development, and continual improvement
ServiceNow training and experience on modules central to the work of the Service Desk, especially incident and request management
Experience with current Service Desk-related tools, e.g., those used by CommScope: CTI/AVR/ACD, e.g., Cisco Finesse, Bomgar, Hitachi password, UX/Endpoint management tools (like NextThink and MS Endpoint Manager), emoji-based EX tools (e.g., HappySignals)
Strong reporting, presentation, and analytical skills
Ability to execute strategies, communicate and coordinate work efforts across IT teams, and develop and maintain relationships at all levels of the organization
Ability to prioritize and execute tasks while under pressure
Aptitude for working with applications/systems to undertake analysis, diagnosis, and resolution to staff problems, which may range from straightforward to more complicated technical issues
Strong written and verbal skills
Highly self-motivated
Experience working as a team member in a global, collaborative environment.
Strong interpersonal communication skills, analytical abilities, detail orientation, quality focus, and problem-solving skills, as well as a broad knowledge of business functions and information technologies
Experience in, e.g., Service Desk, Customer Service and/or Help Desk support activities
Knowledge of workstation support tools, common workstation applications, applications/hardware, network connectivity, MS Windows platforms, MS Exchange/Outlook, smartphones, etc.
Strong critical thinking and troubleshooting skills
Highly self-motivated and self-directed, with keen attention to detail and excellent organizational skills
Effective spoken and written English language communication skills with the ability to impart ideas in both technical and user-friendly language
Distinct customer service orientation with a strong sense of ownership to effectively resolve open issues
Strong team spirit with the ability to work both in local and virtual team settings
Desire to learn new skills and to extend knowledge into new technologies as required
Occasional travel to regional offices, seminars, and training
Occasional evening and weekend work
Sitting and operating a computer for extended periods of time
Ability to implement basic support plans
Ability to analyze basic helpdesk requirements and solutions and adjust plans if circumstances dictate
Ability to understand basic helpdesk operations success criteria and evaluate current and future helpdesk architecture scenarios
Ability and technical savvy to learn and apply new technical applications
Good customer skills; ability to communicate with other personnel
Good attention to detail
Some support management skills include organization, communications, documentation, and cross-group collaboration
Ability to work independently, within tight guidelines, while maintaining priorities and flexibility
Ability to minimize conflicts
Ability to use Microsoft Office products to include, but not limited to Word, Excel, PowerPoint
Why CommScope:
CommScope is on a quest to deliver the connectivity that empowers how we live, work, and learn. Our employees push the boundaries of communications technology that enables game-changing discoveries like 5G, the Internet of Things, and gigabit speeds for everyone, everywhere. With our unmatched expertise in copper, fiber, and wireless infrastructure, our global clients rely on us to outperform today and be ready for the needs of tomorrow.
If you want to grow your career alongside bright, passionate, and caring people who strive to create what’s next…..come connect to your future at CommScope.
CommScope is an Equal Opportunity Employer (EEO), including people with disabilities and veterans. If you are seeking accommodation for the application or interview process, please contact us to submit your request at [email protected]. You can also learn more about CommScope’s accommodation process and EEO policy at careers.commscope.com/eeo
Req ID 75089
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