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Hace 1 sem
Service Desk Spanish
$14,000 - $17,000 Mensual
Sobre el empleo
Detalles
Contratación:
PermanenteHorario:
Tiempo completoEspacio de trabajo:
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1. Background and Certifications:
· At least 3 years of experience providing IT support by phone or on site
· Good experience providing support in Spanish language
· Experience leading a support team preferable
· -6 years of experience providing IT support by phone or on site
· Strong experience providing support in English language
· Experience leading a support team preferable
· Certification in ITIL V3 Foundations
2. Required Skills:
· 2-3 years of experience in Windows Front-End Environment (Win10, Win11)
· 2-3 years of Knowledge with Ticketing System Tool (i.e. Remedy, HP Service Manager, Service Now, etc.)
· 2-3 years of knowledge with ITIL Framework (Incident Management, Request Fulfillment and problem management)
· 2-3 years of experience with Office Package (Outlook, Excel, Word, etc.)
· 1-2 years of experience providing L1 Network support.
· 2-3 years Knowledge with PC Hardware Structure Devices
· High capacity to analyze and synthetize
· 1 years of experience leading teams. (Desirable)
· 2-3 years of experience providing Customer Care support
· Advanced Customer Experience Oriented
· Strong communication skills
· 1 year of knowledge with Service Desk SLA
· Basic Skills building and presenting business reviews
3. Activities to Perform:
· Responsible for attending customer phone calls and tickets.
· Register all service requests within the Help Desk offer, specifically the ones assigned to his/her responsibility.
· Restoring issues as possible
· Solve the service requests within their domain or support group.
· Inform the Client about the services that are not provided by the Help Desk
· Register and classify correctly the service request fields in ticketing tool.
· Assign priorities to the service requests and verify the ones with Urgent / High priority with the Supervisor in order to take immediate actions.
· Document all the solutions in a comprehensible language for the Client.
· Verify the existence of scripts to solve service requests and generate script proposals when they do not exist.
· Transfer calls to the correct support group when the Client has called the incorrect group.
· Solve the service requests assigned by other Agent / Support Group that are within his domain and in the Help Desk service catalog.
· Close the solved service requests and notify the Client about the solution.
· Assure Customer satisfaction regarding the solution offered.
Provide daily follow-up to open service requests that have not been closed
ID: 19184448
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