Senior Analyst - English, Arabic, Microsoft Windows

About the role

Service Desk Language Agent Role code: SD Language L1 | Level 1 | Service Desk Services Reports to Service window Tooling Service Desk Manager / Lead (SD Manager L3) English 24x7; other languages 8x5 (09:00–17:00 CET) Delivery centre Per language cohort — see Role Notes Languages BMC Helix ITSM

What you'll do

• KEY RESPONSIBILITIES – CONTRACTUAL SCOPE
• Handle solicitations on all contracted channels — live chat, chatbot warm transfer, phone, kiosk, ticketing tool, self-service portal
• Deliver Level 1 resolution via automation, scripts, execution of instructions and the Knowledge Base; apply only documented workarounds (§4.4.1)
• Provide Level 1 application support strictly within validated procedures
• Qualify, enrich and route escalations with a complete Handover Package (Asset ID, User location

What you need

• 1–3 yrs of experience
• Windows
• ITIL
• Office 365
• Intune
• Chat support
• Ticketing tools
• Any graduate

Good to have

• Data privacy