Service Desk Tier II
Greenlee Textron Inc
San Jose de Costa Rica, San Jose, Costa Rica
hace 4 días


This role is responsible for the more complex task in addition to Tier 1 supported items in line with the Service Desk Objectives.

Analyse issue and provide IT Technical Support for a community of approximately 50,000 Emerson Employees.

Basic Responsibilities :

  • Handle e-mails within IT Service Desk Queues and open incidents / requests based on the information gathered from customers.
  • Provide 2nd level technical support by responding to queries or issues over the phone or email that has been escalated by tier one.
  • Familiar with the Service Desk procedures, processes and concepts without supervision.
  • Creates a positive customer support experience through handling concerns in a highly professional manner.
  • Analyse existing system and process related to technical issue and make proactive recommendations for improvement.
  • Identify the most effective manner to resolve customer's technical issue.
  • Use of remote control tools within agreed time span.
  • Resolve customer's issues or requests for Business Specific IT Systems and Applications such as Live Meeting, Sharepoint, JDE, VOIP, MDM, RSA using technical expertise and best practices.
  • Adheres to the organization’s internal policies and procedures including shifting schedule and proper state usage in ININ.
  • Achieve / exceed the targets set based on the standard KPI.
  • Follow specific detailed instructions.
  • Follow-up with customer to gain additional information or required document.
  • Utilize the Knowledge Management Tool in HP Service Manager to report for possible knowledge article with significant information regarding performed steps.
  • Requirements

  • Education : BS Computer Engineering / Information Technology
  • 2-4 years experience in Service Desk
  • Specific Knowledge & Skills
  • Demonstrated basic knowledge and experience of the following platform / technology :
  • Windows Operating System (Microsoft Active Directory, Microsoft Windows 2003 or higher)
  • MS Office Products
  • Hp Service Manager
  • Local Area, Wide Area and Wireless Networks
  • SharePoint 2010 / 2012
  • ITIL v3 Foundation
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