Tipo de puesto
Empleado de tiempo completo
The Service Desk Agent is the first point of contact for the users who call our IT Service Desk.
While providing the highest level of customer service, the Service Desk Agent answers incoming calls, tracks all information in a call tracking system, uses a knowledge base tool along with their expertise to resolve tier 1 requests in a timely fashion. The Service Desk Agent escalates unresolved problem/issues/requests to the proper tier 2 and 3 support team. Troubleshooting basic end-user issues on various software applications, hardware, network, and telecommunications systems and provide basic desktop support.
Support for computer hardware and any authorized desktop software
When the restoration of service is beyond the scope of the Service Desk Agent he/she will escalate the issue/problem to proper tier 2 and 3 support team members with proper/required documentation.
Develop trends by monitoring and analyzing incoming calls, problems, and support requests
Attend incoming requests and issues via all approved communication channels to ensure courteous, timely and effective resolution.
Logging of each request or incident into ServiceNow
Correct categorization and prioritization of tickets according to Priority Matrix
Identify and learn appropriate software and hardware, used and supported by the organization
Perform post-resolution follow-ups to ensure fulfillment.
Reinforce SLAs to manage end-user expectations
Relocation to Leon GTO required***
1-3 years Help Desk or IT support experience
Excellent proactive problem solving and issue resolution skills Availability to work rotating shifts
Customer service/satisfaction experience is key.
Working knowledge of a range of diagnostic utilities, including incoming transactions/telephone recording monitoring tools/utilities
Familiarity with the fundamental principles of ITIL/COBIT/SDaaS
Exceptional written and oral communication skills, ability to remain composed and professional in stressful, high pressure situations
Highly motivated, self-starter with a positive attitude and strong initiative to face the challenges of a very fast-paced, high-energy, yet sometimes stressful, customer-focused operations organization
Exceptional Teamwork spirit
Windows OS, Mac OS
Mobile Devices iOS and preferred Android
Fluent in Spanish and English
Exceptional Resolution skills
Good knowledge of 5 out of the following:
MS Exchange Admin
MS Azure Admin
MS Active Directory