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.
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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