Service desk senior agent


Salario confidencial CRC

Toda Costa Rica

Publicado 14 Jul 2020


7 Vacantes

Otra Especialización

Empresa confidencial

Sector de la vacante:

Descripción general

1st Level Support - Standard
? Responsible for IT incidents and requests received via multiple channels (e.g.telephone, email, chat, self
service portal, ticketing application or other.)
? Understand and adhere to Incident Management and Problem Management processes and policies. Ensure
that resolutions are consistent with global standards and processes and do not introduce additional conflicts.
? Provides first level support for), aligned with global and regional
practices (e.g. Windows 7, Apple OS, Adobe Products or other).
? Provides first level support for incidents for applications related to the Google Suite, Microsoft Office,
SAP, Document Management tools (e.g. touchpoint, Sharepoint, Coremap), Conferencing tools (e.g. Webex),
MAC Applications, and others.
? Provides first level support for approved standard, and exception, hardware (e.g. laptops, desktops,
tablets, mobile phones/devices, monitors and printers), and assistance for hardware (HW) requests per
knowledge articles by location/site of end user.
? Provide assistance for SW requests and follows the appropriate process per knowledge article.
? Manages ticket lifecycle. Open and close service requests and incidents in the ticketing tool, as well as manage
the classification, assignment, tracking, and completion of requests. Ensure end user is properly informed
about progress and manages end user expectations.
? Escalates incidents/service tickets that can not be resolved at first level to level 2 subject matter experts per
knowledge article’s assigned service owner.
? Instructs end users on how to best tools and services as part of ongoing support during end user
? Responsible to build technical expertise, and keep up to date to assist end users in the best possible solutions
for timely issue resolution.
? Drive overall customer satisfaction through individual and departmental KPIs and process alignment
? Act upon feedback from quality reviews to impa

Requisitos para aplicar

? High School Diploma or equivalent and a minimum of 5 years experience working in a customer support environment, IT call center, IT help desk or desk-side support environment required; or Associate’s Degree and a minimum of 2 years experience working in a customer support environment, IT call center, IT help desk or desk-side support center.
Knowledge, Skills, and Abilities:
? Outstanding customer service and interpersonal skills.
? Ability to work in, and contribute to, a fast paced and changing environment, where multiple priorities need to be
effectively managed, while maintaining composure and flexibility in a structured environment.
? Must have a high aptitude for learning.
? Must be highly accountable and results oriented with a strong persistence, resourcefulness, drive and ability to
work proactively.
? Strong decision making and problem solving skills.
? Ability and willingness to work any shift in a 24 hour by 365 day shared service center environment, with the option of extended hours or modified schedule to support planned activities or emergency situations.
? Excellent technical skills for analyzing and troubleshooting problems in a complex customer environment, including
excellent follow through skills.
? Ability to communicate clearly with technical and non-technical audiences, both verbally and written.
? Excellent organizational skills and ability to prioritize tasks among many
? Good understanding of English language, reading and writing skills

Datos complementarios




Bachillerato edu. diversificada

Otros servicios / Otros

4 años de experiencia

Contrato Indefinido


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