Job description
Service Desk Agent Sr Requirements Must have: Knowledge in Windows Front-End Environment (XP, Win7, Win8, Win10) Knowledge with Ticketing System Tool (i.e. Remedy, HP Service Manager, Service Now, etc.) Knowledge with ITIL Framework (Incident Management, Request Fulfillment and problem management) Knowledge with Office Package (Outlook, Excel, Word, etc.)
High capacity to analyze and synthetize Basic Knowledge Service Administration Activities Strong Customer Care Behavior Advanced Customer Experience Oriented Strong communication skills Nice to have: Good Knowledge in Networking (Topologies, MPLS, etc.) Good Knowledge with PC Hardware Structure Devices Knowledge Service Administration Activities Responsabilities: Act as the first point of contact for end users with technology issues or requirements.
Its main tasks include receiving, recording and responding to service requests and incident reports. It is responsible for keeping users informed about the status of their requests, ensuring a satisfactory resolution and a detailed record of interactions, solutions applied and follow-up actions. This role also involves identifying trends in recurring issues to proactively improve service, continuously updating their technical knowledge and customer service skills to optimize resolution times and user satisfaction and enriching the knowledge base to accelerate the resolution of future incidents.
Required Languages English advanced