Service desk agent CSO

Job Description

In this position, as a Service desk agent, your role will be to provide 1 st line support for internal/external users at client's systems operations within their Network Operations Division (where mission critical systems are supported).

In this position, as a Service desk agent, your role will be to provide 1 st 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.

This role requires the availability to cover 24/7 (Monday to Sunday) shifts - company car is provided.

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).

Job Requirements

• 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: shifts rotation to cover 24/7 (Monday to Sunday);
• Proficiency in English.

Work conditions:

• Working hours: 40 working hours per week, 24/7 ( day shifts, night shifts, weekend shifts)
• Contract type: Permanent contrcat
• Working setup (hybrid, on site, remote): 100% onsite

What We Offer

• Special referral bonuses for recommending your friends;
• Possibility to following trainings via Stefanini Linkedin Learning, IT and soft skills training provided by our specialists.
• Opportunities for professional development in a stable multinational environment.
• Exposure to an international environment as part of a multicultural team spread across Europe.

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.

Diversity & Inclusion

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

About Us

We are the Stefanini group, a global tech consulting company of Brazilian origin that believes in the power of people to transform businesses through technology.

We are present in over 40 countries and operate with the purpose of co-creating solutions TOGETHER WITH OUR CLIENTS that accelerate results and improve the experience of people and organizations.

Here, we like to say that technology is not the end, but the means: what really matters are the people who drive it all.

Our mindset is AI First, meaning we invest in cutting-edge technology in everything we do, focusing on results for our clients.

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