Help desk agent senior

Requirements
Must to have:
• Windows Support.
• Remedy.
• ITIL.
• Strong Knowledge in Windows Front-End Environment (Win10).
• Strong Knowledge with Ticketing System Tool (i.e. Remedy, HP Service Manager, Service Now,
etc.).
• Strong Knowledge with ITIL Framework (Incident Management, Request Fulfillment and problem
management).
• Strong Knowledge with Office Package (Outlook, Excel, Word, etc.).
• Good Knowledge in Networking (Topologies, MPLS, etc.).
• Good Knowledge with PC Hardware Structure Devices.
• High capacity to analyze and synthetize.
• Basic Knowledge Service Administration Activities.
• Strong Customer Care Behavior.
• Advanced Customer Experience Oriented.
• Strong communication skills.

Responsibilities
• Responsible for attending customer phone calls and tickets.
• Register all service requests within the Help Desk offer, specifically the ones assigned to his/her
responsibility.
• Restoring issues as possible
• Solve the service requests within their domain or support group.
• Inform the Client about the services that are not provided by the Help Desk
• Register and classify correctly the service request fields in ticketing tool.
• Assign priorities to the service requests and verify the ones with Urgent / High priority with the
Supervisor in order to take immediate actions.
• Document all the solutions in a comprehensible language for the Client.
• Verify the existence of scripts to solve service requests and generate script proposals when they
do not exist.
• Transfer calls to the correct support group when the Client has called the incorrect group.
• Solve the service requests assigned by other Agent / Support Group that are within his domain
and in the Help Desk service catalog.
• Close the solved service requests and notify the Client about the solution.
• Assure the Client satisfaction regarding the solution offered.
• Provide daily follow-up to open service requests that have not been closed.
• Analyze the recurrent cases and propose solution to avoid and reduce demand.
• Continuously propose creative ideas to optimize operation, reduce support demand and improve
labor environment.
• Perform weekly report meeting to customer at a management level

Required Languages:
• Advance English 96- 100 %

Job location(s):
• Hybrid ,Bogotá.

Profesional

Universitaria

Ingeniería de sistemas Computación

5 años de experiencia

1 Vacante