Service Desk Agent (Spanish language)

ICL Services is one of the biggest and oldest Russian IT companies and in top 100 world IT outsourcing companies. Today, the company works with more than 80 major clients from 30 countries, and has recently expanded its operations into the Serbian market. We are dynamic, determined, and provide a broad scope of services to some of the largest and most diverse companies in the world. For this, we are also well-respected and constantly strive to maintain our standards of professional excellence and ethical conduct.

Your role would include:

To be a single point of contact for users using phone, e-mail and other communication channels
Manage incidents, problems and requests
Solve basic technical problems (basic networking issues, accounts, acceses, etc.), escalate to 2nd line complicated ones
Coordinate problems solving if other specialists are involved
Provide reports, checks and other regular tasks
Work with technical documentation

What we offer:

·       A full-time employment contracts

·       An opportunity to work on challenging projects with some of the world's largest companies

·       Compensation package (private health insurance, team-buildings, professional education and certification)

·       Opportunities for advancement within the company:

·       20% of employees got salary raise or carrier growth

·       Opportunity to participate in various corporative programs (MVP - mentoring program)

·       Opportunity to be a part of socially responsible business (various activities to support our employees and community generally). A highly professional, but very friendly team you will enjoy being a part of

·       Overtime working hours are recorded and compensated

·       Human corporative culture:

·       90% like the atmosphere in the company

·       94% trust the professionalism of colleagues and ask them for help in difficult situations

·       Professional education and certification – ICL genuinely value its employees and works continually on knowledge improvement across the business spectrum

·       Every newborn receives a gift from the company in the amount of 300 euros.

Requirements:

Fluent Spanish: to support Spanish speaking users
Good level of English (Upper-Intermediate) - English is our main working language
Advanced PC user
Basic IT skills (basic networking, operating system, Microsoft products)
Technical educations - desirable
Work experience with any of ITSM and monitoring systems – will be a plus
Responsible and reliable
Team work skills
Strong soft skills, willingness to support users, solve their problems
Technical documentation writing experience – is a plus

We are looking forward to receiving your resume. Our selection process consists of an introductory interview with the HR team in Belgrade, and a technical interview with our team leaders. We endeavor to make our selection process as quick and as transparent as possible – don't hesitate to ask if you have any questions. Please, bear in mind that only shortlisted candidates will be contacted for an interview.