Service Desk Support Agent
Heredia, Heredia, Costa Rica
hace 5 días

The primary responsibility of the Technology Operations Center (TOC) Service Desk Operator is to provide our external customer / clients with world-class support through interactions via phone calls and email.

This team will be the voice of the TOC and ensure our customers’ questions or reported problems are received and responded to in a professional and timely manner.

Runbook documentation will be provided to allow the team to provide first call resolution and / or escalation procedures.

State of the art monitoring and group chat tools will be provided to allow the team to remain fully engaged in all incidents and alerts being worked by the TOC.

The ability to communicate well verbally and in written form is key as this person will enter in dialogue with critical customers.

The person will be part of a global Technology Operations Center team that provides 3 levels of support :

  • Service Desk and Monitoring (TOC Service Desk Operator)
  • Monitoring and Event Management (TOC Operator / Analyst)
  • Incident Management and Communications (TOC Technical Duty Officer)
  • The Technology Operations Center (TOC) has four main roles :

  • Ensure maximum service availability and performance of the systems they support.
  • Provide an access point for our external customers to report any issues or problems they may experience with the applications and services provided by Equifax.
  • Effectively communicate incidents to customers, internal business and management teams, and technology partners.
  • Provide support services for Engineering and other technical teams
  • These result in a highly diverse range of duties for our TOC Service Desk Operators to ensure they are engaged quickly and able to fulfill responsibilities in a timely, co-operative and professional manner.

  • Provide expedient answering of phone calls and email per established SLAs.
  • Gather appropriate and thorough information from customers to allow incidents to be documented, analyzed, and mitigated in a timely fashion.
  • Open, update, and maintain incident records in the Service Now system of record.
  • Ability to consume and analyze information quickly and decisively to allow for proper escalations and decision making.
  • Maintenance of runbooks and technical documentation (for TOC) of Service Desk processes and procedures used throughout normal operations.
  • Development of knowledge and skills in the monitoring and analysis tools to allow for fast correlation of events to customer reported incidents.
  • Development of subject matter expertise of the systems and applications providing Equifax services to our customers.
  • Maintain open dialogue and communications with other TOC teams to ensure up to the minute knowledge of environment health and ongoing issues.
  • Interact frequently with technical support, application developers, management, and account teams.
  • Communicate effectively to external customers as well as senior leaders.
  • Diligence and attention to detail are key skills along with the ability to multi-task and prioritize work appropriately.
  • Must have the ability to act with urgency but remain calm and professional in high stress situations.
  • Individuals must be eager and quick to learn, be clear communicators and must be able to use their initiative to tackle a broad range of problems.
  • As a team be able to provide call support for English, Spanish, or French speaking customers.
  • Experience in the following applications and tools a PLUS :

  • Service Now
  • Microsoft Office
  • Microsoft Outlook
  • Google Chat / Hangout or Slack, or similar group chat technolgy
  • Genesys Call Center technology
  • App Dynamics monitoring / analysis tool
  • Apica Customer Experience monitoring tool
  • ExtraHop monitoring / analysis tool
  • Pager Duty Support Engagement and Alerting tool
  • Requirements

  • English 90%+ (oral communication)
  • Software support experience
  • App monitory experience
  • Ticket management systems experience
  • Customer service oriented
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