Job Description
Roles & Responsibilities
- Engage customer base through the detailed intake of calls into the Service Desk via multiple mediums (phone, email, walk up and self-service portal). Appropriately attempts to resolve immediately and where necessary escalate to the appropriate Service Team (Service Delivery, Production Support, etc).
- Mentors junior staff and assists in their development. Acts as a point of escalation for issues.
- 1-2 years junior management experience
- 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.
- Contacts customers to gather all required data to facilitate resolution of customer issues/requests and responsible to maintain customer communication throughout the resolution process.
- When necessary manage the communications out to the IT customer base regarding incident/problems and outages
- 2 years’ experience Imaging, Configuring, Deploying and Troubleshooting hardware (PC and iOS devices)
- 3-5 years’ Service Desk/Technical Support experience
- Excellent customer service skills (via phone and face to face)
- Excellent communication skills (both verbal as well as written)
- Meticulous attention to detail
- Bachelor’s Degree or equivalent experience
- Fluent speaking and writing in English (Multi-lingual Portuguese a plus)
- Experience with handling and proper routing of ITSM call tickets, call resolution, transition of calls to proper service area when appropriate.