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 · BMC Helix DWP · Agent Workspace ROLE PURPOSE Scope ref. Official local language of country served + English Annex 2 §4 · Attachment 2-A Scope Privileged point of contact between Users and the support chain for the assigned language cohort. Delivers Level 1 resolution through automation, scripts and documented procedures across all contracted channels, and owns each solicitation end to end regardless of the channel through which it arrives.
KEY RESPONSIBILITIES – CONTRACTUAL SCOPE • Handle solicitations on all contracted channels — live chat, chatbot warm transfer, phone, kiosk, ticketing tool, self-service portal, event management and technical alert mails (§4.2.1). • 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, knowledge articles and decision trees approved by the Client / AMS teams under the Shift-Left strategy (§4.4.2). • Qualify, enrich and route escalations with a complete Handover Package (Asset ID, User location, error logs) and completed L1 checklist to avoid misrouting rejection (CSL-18). • Apply the Persona approach and User contextual information — VIP status, assignment, site sensitivity, configuration — limiting verification with the User to what is strictly necessary (§4.2.2). • Own the solicitation end to end: routing, follow-up and chasing of Third Parties and support groups, with status communication to the User (§4.3, §3.12). • Record every solicitation in BMC Helix ITSM with correct category, Priority and Knowledge Article linkage; contribute recurring-issue feedback to knowledge enrichment and the Continuous Improvement Plan (§3.8, §3.11). • Trigger the Major Incident process immediately for P1/P2 candidates; comply with security, GDPR and real-time translation data-processing obligations (Annex DPA §4.1). CONTRACTUAL INDICATORS CARRIED BY THE ROLE REF INDICATOR REQUIREMENT REF CSL-15 Average speed to answer a £ 30 sec / 90% INDICATOR CSL-10 Abandon rate solicitation CSL-11 First time (< 30 min) fix rate > 60% REQUIREMENT £ 5% / 95% CSL-12 FCR excl. requested transfers CSL-13 First Contact Resolution – overall CSL-18 Misrouting rate > 60% > 90% CSL-16 User satisfaction (rating ‡ 4 of 5) > 80% > 80% CSL-1/5 P1 response & resolution trigger Requirements and targets as per Attachment 3-B Service Level Matrix; measurement windows per Attachment 2-A Scope. SKILLS & EXPERIENCE ESSENTIAL • 1–3 years in an enterprise IT service desk or user-support role. • Native or C1 proficiency in the assigned language plus professional English. DESIRABLE • ITIL 4 Foundation certification. £ 30 min / £ 2
SKILLS & EXPERIENCE ESSENTIAL • 1–3 years in an enterprise IT service desk or user-support role. • Native or C1 proficiency in the assigned language plus professional English. DESIRABLE • ITIL 4 Foundation certification. £ 30 min / £ 2 h • Exposure to Live Voice-to-Voice / real-time chat translation tooling. • Experience in a POD-based, persona-aware support model. • BMC Helix ITSM (or equivalent) ticket handling; ITIL Incident and Request workflows. • Windows 10/11 and Chrome workstations, Microsoft 365, Entra ID, Intune-managed endpoints, VPN and connectivity, printing, peripherals. • Disciplined ticket hygiene: categorisation, Priority, KB linkage, handover completeness. ROLE NOTES • A second supported language. Delivery centre is assigned by language cohort per Attachment 2-D Delivery Model §2.5.4: English – India; French/German Morocco; Spanish, Portuguese, Italian – Poland; Mandarin – Malaysia; Brazilian Portuguese, LATAM Spanish – Brazil. From Year 2 the transformed model applies Live Voice-to-Voice translation for all non-English languages
Source: HCLTech careers — Read the original posting and apply
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