Global Desk Agent
Global Desk Agent
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Salary Not Disclosed
1 Vacancy
Job Description
The Service Desk Agent will be responsible for helping users resolve issues with computer hardware or software. They will respond to user inquiries assess problems and issues with IT equipment and applications and help resolve these issues for users. They will also work closely with other IT department personnel to aid in tasks that are outside the scope of their knowledge or expertise.
This role requires a balance of creative and technical problemsolving customer service and collaboration to ensure that personnel throughout the organization can access and utilize the software and resources they need for work.
- Identifying the hardware and software needs of each user s computers and take measures to meet those needs.
- Aiding in customizing and adapting existing programs on a computer system to meet the needs of the users.
- Troubleshooting problems with hardware and software on tier 1.
- Providing users with network access according to instructions provided by management.
- Reinforcing SLAs to manage enduser expectations.
- Handling computer security breaches by following standardized procedures.
- Monitoring the Service Desk queue and keep it aligned with the SLA.
- Assisting customers and users with their hardware issues over the telephone face to face and through emails and tickets.
- Training users to handle information technology equipment by providing precise instructions
- Providing training to users in the event of a new technology module.
- Providing new users with orientation of existing technology and respond to questions from all emails and callers.
- Following standard and IT procedures & policies.
- Escalating issues and involve experts wherever required to resolve issues as quickly as possible.
- Ensuring that supported customer accurately completes the approved work request with the date and time of submission.
- Ensuring the support team members close out their work orders properly.
- Performing postresolution follow ups to help requests.
- Bringing traceability to tickets opened by Service Desk tool.
Requirements
- Bilingual (EnglishSpanish)
- Experience with Active Directory
- Advanced Student on BSc/BA in information technology or equivalent.
- Experience performing enterprise and/or client/server support.
- Basic knowledge of IT systems SAP ERP Business One labeling applications and Manufacturing Execution Systems.
- Basic understanding of TCP/IP protocols and LAN/WAN VPN ADSL basic configuration.
- Knowledge of DHCP DNS and Web service.
- Ability to troubleshoot and repair issues root cause analysis and problem solving.
- Strong experience on tier 1 support.
- Knowledge on Collaboration suites and Office packages.
- Strong skills managing and prioritizing critical situations.
- High interpersonal skills with a focus on listening and questioning skills.
- Experience on ITIL Framework
- Experience in Management and Service Desk support
Employment Type
Full Time
