Service Desk Analyst – Spanish (Trilingual)
Decision
Rio Grande do Sul, São Leopoldo
há 2 dias

Nível Profissional :

NÍvel Acadêmico : Ensino Superior Completo Turno / Horas : Habilidades : Technical Requirements

  • Technical Expertise - Experience in leading team and managing BAU Operations
  • Phone support experience necessary.
  • Technical Service desk or technical call center experience is necessary.
  • Disciplined, systematic problem-solving skills required.
  • Hands-on work experience with the following :
  • OS : Windows Operating systems, MAC Operating System & Linux Operating system
  • Version : Windows (7 / 8 / 8.1 / 10 / XP), MAC(OS XSierra / Yosemite / Lion), Linux (Redhat)
  • Knowledge of Active Directory
  • ITSM ticketing tools such as Service Now, Remedy, HP Service Center, Peregrine Service Center
  • User account creation for Active Directory, Exchange Mailboxes, Distribution lists
  • Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools
  • MS Office Suite : MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio
  • Internet browsers (e.g. Explorer, Chrome, Firefox),
  • VPN and remote dial-in users
  • Support for laptop, desktops, and printers
  • Others : Adobe Acrobat and other common desktop applications like Winzip, etc
  • Soft Skills

  • Excellent communication and conversation skills (Verbal and Written in regional & English Language)
  • Good documentation skills
  • Should have a great customer handling skill
  • Able to handle unforeseen situations
  • High level of acceptance
  • Other Skills / Experience

  • Ability to successfully provide hardware / software / network problem analysis and resolution support over the phone
  • Personal dedication to providing high quality, superior service at all times. Ability to finish what is started is a must.
  • Ability to integrate as a cross-functional, team player in a fast-paced environment where all information is shared.
  • Ability to learn new information quickly and the willingness to do so at all times.
  • Ability to work flexible hours from time to time to cover for other Service desk staff and to be on call via phone during the week.
  • Customer Focus
  • Teamwork
  • Technical Expertise
  • Interpersonal Effectiveness
  • Concern for Service Quality and SLA / KPIs Years of Experience
  • 5-6 years of Service desk, voice customer service, and support experience with problem solving involving hardware, involving hardware, software, and networks.
  • Experience of handling teams is preferred Education requirements
  • Total : 3-4 years of University education post High school (B.Sc. or Diploma)
  • Bachelors / Masters / Equivalent Categoria : Remuneração Básica : - - Benefícios : 0 Resumo da Vaga : General Description Responsibilities :
  • Provide hardware / software / network problem diagnosis / resolution via telephone / email / chat for customer’s end users
  • Route problems to internal 2nd and 3rd level IT support staff.
  • Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.
  • Administer and provide User account provisioning as necessary
  • Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumvention's.
  • Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders / incidents to appropriate support teams and follow up until closure.
  • Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps;
  • Provide level 1 remote desktop support and perform other activities based on SOPs

  • Escalate complex problem to appropriate support specialists
  • Responsible for activities relating to the evaluation, analysis, and setup of PC-based software products (e.g., word processors, spreadsheets, presentation graphics, database management systems, electronic mail, and communications)
  • Troubleshoot client software and basic network connectivity problems
  • Identify, evaluate and prioritize customer problems and complaints
  • May train users and operators on a limited basis and / or may write training procedures
  • Participate in on-going training and departmental development
  • Routine maintenance updates with other IT staff and business units
  • Provide all required documentation including standards, configurations and diagrams
  • Provide knowledge transfer of EUC operations to fellow team members
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