Multilingual service desk analyst (Estonian)

Handles first line incidents, including triage and troubleshooting, resolution where possible and assignment or escalation of tickets to 2nd/3rd line support teams.
. Supports Service Request Management and Service Restoration Management Level 1
. Resolve issues utilizing excellent customer service skills, problem solving skills, technical thinking/reasoning skills.
. Receive and respond to user inquiries and requests via phone, chat, portal and email.
. Ensure fast and accurate turnaround of work.
. Solve problems using agreed upon procedures.
. Develop a comprehensive understanding and mastery of all Service Desk tools.
. Remain updated on products, policy, procedure and other important operational issues.
. Perform other duties as assigned