Bilingual Customer Service Representative

  • Full Time
  • London

KTek Resourcing

  • Responding to contacts from Service Desk customers and support teams
  • Responsible for Phone, email, Self-serve (thru Service Now) intake, Technical Support and Non-Technical Urgent Incident support. It is the First Level Support and targets First Contact resolution.
  • Performing classification, initial support, investigation, and diagnosis of incidents
  • Resolving incidents or assign to appropriate second level teams
  • Contributing technical content and departmental procedures to the Service Desk knowledge base
  • Participating in process improvement opportunities
  • Maintaining timely awareness of current initiatives, rollouts, and changes to the technical environment
  • Working a variety of shifts.