Service Desk Agent
il y a 2 semaines
Job Description
In this position, as a Service Desk Agent, your role will be to provide 1st line support for internal/external users at client's systems operations within their Network Operations Division (where mission critical systems are supported).
It's an opportunity to broaden your knowledge and apply your IT skills in a multicultural environment. The role primarily involves providing software and application support, but it's not limited to this, as it will also require handling various troubleshooting requests.
The Technician will manage customer calls and emails, troubleshoot, document, and resolve IT-related issues within their scope, using solutions from the knowledge base. They must work efficiently and promptly, ensuring that attendance, quality, and customer service metrics are met.
Key Responsibilities- Support for specific client software and applications (installation, error messages, tweaking)
- Analyzing support requests sent by the customer by calls, mail, in person and web submit
- Answer incoming calls and log all customer questions and issues accurately and efficiently into ticketing system
- Examining all problems, evaluating complexity, impact and priority
- Giving required support, efficiently and effectively and in accordance with priority, impact and SLA's
- Escalating problems according to procedures; to the client support groups or to the 2nd level
- Ensuring follow-up of all issues: documenting and fill in ticketing system appropriately
- Assist with defining and documenting knowledge base articles
- Assist with special project work as needed
- Windows troubleshooting (error messages, improving performance, tweaking system, changing appearance and settings)
- Networking (basic user-level support, checking of settings, tweaking PC settings for the network, checking internet connectivity)
- Flexibility and able to adapt to different work environment
- IT knowledge and previous experience to be able to resolve IT issues on the go
- Fast learner
- Previous successful customer service experience is considered an advantage
- Strong analytical, technical, problem solving and organizational skills
- Strong written and oral communication skills
- Team player, self-motivated, organized, detail oriented and able to handle changing priorities
- Able to communicate problems/issues to customers in a non-technical manner
- Flexibility. Working hours: 7am-7pm (Monday to Friday)
- Proficiency in English and French
The preceding job description had been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties and responsibilities required of employees assigned to this job.
What We Offer- Competitive salary and benefits package, including Meal Vouchers, Ecocheques
- Company car and fuel card
- Hospitalization and group insurance
- Extra vacation days
- Opportunities to learn and develop: training programs
- Personalized career path within the organization
- Exposure to an international environment as part of a multicultural team spread across Europe
Here at the Stefanini Group, we value plurality and equity, regardless of race, sexual orientation, disability, age, ancestry, religion, gender, and nationality. We understand and encourage the importance of being you
We are a Brazilian company with over 35 years of experience in delivering IT services worldwide, ranging from IT outsourcing to application development or IT staffing. We have a direct presence in 41 countries, through our 70 offices located throughout the world. We have managed to become the preferred partner of many small-to-midsize local and regional companies as well.
Seniority LevelMid-Senior level
Employment TypeFull-time
Job FunctionOther
IndustriesIT Services and IT Consulting
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