Service desk agent

796664

Salario confidencial CRC

Toda Costa Rica

Publicado 20 Nov 2020

Técnica:ingenier/electric / Otras

1 Vacante

Informática y Computación


Sector de la vacante:
Servicios

Descripción general

• Responsible for performing the 1st level, supporting remotely by phone and email. • In charge of technically supporting IT users for all computer and telecommunication problems. • Captures the necessary user data and validates the permissions to start the service process. • Responsible for the classification of incidents reported requests and correct documentation of messages in the Ticketing System. • Responsible for the creation, analysis, and resolution of support requests in compliance with defined processes and agreements (SLA). • It takes care of the autonomous and careful resolution of support requests using knowledge documents and remote-control applications. • In case of forwarding: the creation of meaningful support tickets and correct routing • Assisting the user in applying for permissions, software installations, hardware orders. • Qualified, meaningful, and comprehensible documentation of the solution in the respective support tickets. • Responding to status requests from existing service operations. • Communication with employees and users. • Engage as a competent contact for user satisfaction.

Requisitos para aplicar

• 2 years of experience as a customer service specialist in IT and telecommunications technology. • In-depth experience of common IT products and topics, such as 0ffice 365 user and administration skills, Windows OS, Active Directory, Remote Resolution Tools, SAP Knowledge Base, Printer, Internet, Remote Access, Microsoft SCCM...).

Datos complementarios

796664

Profesional

Profesional

Técnico medio

Quimicos basicos / Otros

2 años de experiencia

796664

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