Vacancy caducado!
- Engage customer base through the detailed intake of calls into the service desk via phone, email, walk up and self-service portal.
- Resolve immediately needs and when necessary escalate to the appropriate Service Team.
- Mentors junior staff and assists in their development.
- Acts as a point of escalation for issues.
- Configure, deploy, troubleshoot, and coordinate repair of hardware such as laptops and mobile devices at the service desk.
- Create/Review IT knowledge articles for end user support portal and play active role in supporting the portal.
- Proactively contact customers to gather all required data to resolve issues/requests and responsible to maintain customer communication throughout the process.
- Manage the communications out to the IT customer base regarding incident/problems and outages.
- 2+ years of experience Imaging, Configuring, Deploying and Troubleshooting hardware (PC and iOS devices)
- 2+ years of experience Service Desk/Technical Support
- Excellent customer service skills and outgoing personality
- Bachelor's Degree or equivalent experience
- Experience with handling and proper routing of ITSM call tickets, call resolution, transition of calls to proper service area when appropriate.
- Multi-lingual Portuguese is a bonus
- Junior management experience (does not need to be in IT role)
Vacancy caducado!