Analyst - English, Portuguese - Brazilian, Microsoft Windows (163212)

Job Summary

GSD language support analyst Level 1 Your Role and Responsibilities: • Receive calls, chats and web tickets from end users • Create incident and/or service request tickets, recording all pertinent information for escalation, dispatch and/or resolution. • Track and classify incoming incidents or service requests, attempting initial resolutions. • Provide initial categorization and prioritization assessment for reported incidents and service requests and provide initial support, aiming for a higher level of first contact resolution. • Ensure incidents and service requests are properly escalated and assigned to appropriate support groups. • Provide communication to end users on the status of incidents, service requests and changes. • Maintain ownership of Incidents, ensuring status updates and resolution in accordance with SLAS. • Cooperate with internal groups (problem management, 2nd tier) and external support teams to escalate incidents appropriately • Resolve tickets independently within the SLA Adhere to standard operating procedures/work instructions • Follow the escalation process • Update work log categories according to the process • Submit knowledge articles following the knowledge management process • Adhere to the organization\'s policies and procedures and comply with regulatory requirements

Key Responsibilities

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Skill Requirements

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Other Requirements

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