Global Helpdesk Professional
McKinsey & Company
San Jose, Costa Rica
hace 3 días
  • High school diploma
  • 2-5 years of experience in a technical support position
  • Outstanding customer service orientation
  • Ability to build rapport and trust quickly
  • Active listening and the ability to cogently summarize an issue, both in writing and verbally
  • Knowledge in Microsoft Office, internet browsers, Windows, Lotus Notes, IOS, Cisco VPN, network printing, and wireless routers
  • Good judgment skills with a strong sense for urgency and attention to detail
  • Excellent problem-solving skills, i.e., ability to apply a highly logical and well-organized approach to the analysis and resolution of issues
  • Excellent communication skills in English (both written and oral)
  • Costa Rican work permit
  • You will work in our San Jose, Costa Rica office and will be part of our Global Helpdesk team, a pivotal group within McKinsey’s global IT organization.

    You will work with internal consultants and support staff by troubleshooting and resolving a wide variety of IT issues, predominantly via the phone.

    As a GHD Professional you will work in global team sharing a common understanding of a client-first oriented work environment.

    You will be responsible for helping colleagues get their business technology up and running as quickly as possible, by providing technical support to a demanding internal audience in a challenging IT environment, ensuring outstanding customer journey experience and continuously improve our IT Support services.

    In this role you will help firm members get their business technology up and running as quickly as possible. You will provide premium IT support to colleagues and resolve complex technical problems with timely and effective solutions by leveraging our phone, email and chat channels.

    You will troubleshoot issues with Mac and Windows OS, standard IT applications (e.g. Outlook), network connectivity, mobile technologies, HW issues related to laptops and mobile phones, and more.

    As part of your role, you will collaborate with other internal IT support and development teams on a daily basis and continuously contribute to the creation, documentation and improvement of knowledge as issues / solutions arise.

    You will have exposure to our technical labs and help developers testing the newest releases in technology and HW. You will thrive in a collaborative work environment and take responsibility to handle problems through to completion, thus forming a trusted relationships.

    You will go the extra mile to resolve a problem and take every opportunity to learn and expand your technical knowledge.

    All in all, our environment will allow you to grow and develop in several different areas depending on your preferences, motivation and skills.

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