Technical Support Analyst Desk Services
Emerson
San Jose de Costa Rica, San Jose, Costa Rica
hace 4 días

Description

  • Handle e-mails within IT Service Desk Queues and open incidents / requests based on the information gathered from customers;
  • Provide second and higher technical support by responding to queries over the phone or email;
  • Manage the ticket allocation for the rest of the team
  • Assist with escalations to other teams
  • Monitor own dormant tickets assigned to the Service Desk Queues and provide necessary action for completion or escalating to the correct work group;
  • Accurately document the details of the requests or issues, raised by users, including the troubleshooting steps performed in the ticket;
  • Creates a positive customer support experience through handling concerns in a highly professional manner;
  • Achieve the targets set based on the standard KPI's;
  • Follow-up with customer to gain additional information or required documentation;
  • Utilize the Knowledge Management Tool in HP Service Manager to respond accurately and effectively to requests or issues.
  • Communicate issues and status with end users, manager and the rest of the team.
  • Requirements

  • Bachelor's Degree preferable in Computer Engineering, or Information Technology, but not limited to;
  • Previous experience in Service Desk, or Call Center, will be taken as a plus;
  • Demonstrated basic knowledge and experience of the following platform / technology : Windows Operating System (Microsoft Active Directory), MS Office Products, Local Area, Wide Area and Wireless Networks, Share point 2010 / 2012, ITIL v3 Foundation
  • Good English written and oral communication.
  • Attention to details
  • Strong analytical skills
  • A practical mindset
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