Service desk technician (night shift)

Descripción general

Act as the single point of contact for users of all DOLE Divisions while providing a positive experience. Responsible for logging users/business unit Requests and Incidents in a timely manner ensuring that all tickets are opened and routed to the support groups, allowing a quick and proper resolution.
• Comply with defined metrics and kpi´s dashboards, through weekly, period and quarterly reviews to ensure services are delivered according to quality market standards.

• Comply with Corporate Security Policy and controls by supporting control compliance as well as with other laws, regulations in order to assure the correct execution of departmental policies and procedures.

• Comply and follow Event Management, Incident and Request Fulfillment Management, Problem Management and other related ITIL defined procedures in order to support the IT Management function defined by the organization and ensure high quality service.

• Perform efficient management of call, ticket creation and email queues (phone, email, walk-ups, fax, etc.), through Q.A. sampling process to ensure compliance with all established processes and policies.

Requisitos para aplicar

• Technical degree or university studies in related area
• Advanced English level (90%)
• Commitment with job quality
• Results orientation
• 2 years’ experience

Desirable experience in:

• Microsoft O365, Office 2003 and 2010, Windows XP, Windows 7, Windows 10
• Microsoft AD basic management
• Networking basics, VPN, telephony, network troubleshooting
• Lotus Notes management and troubleshooting
• Basic knowledge of UNIX and AS400 operating systems (is a plus).
• Typing skills (desirable).
• Customer service skills is a must.