IT service Desk Technician (Home Office) – (85848)

Please note: you have to be already located in (or relocate to) Portugal in order to have this job.

POSITION SUMMARY

As an ITS Service Desk Analyst, reporting to the ITS Team Lead/Manager, your primary responsibilities will be to provide polite and professional support to external customers and clients at all times. You will receive, document and track all incoming customer/user calls for immediate remedy and closure. You will be accountable for your own personal performance in regards to metrics and serve as the single point of contact (SPOC) for incidents, including owning the call through closure. Paid training is provided. This can be multiple different clients.

KEY RESPONSIBILITIES

  • Provide timely IT service desk support to contracted clients
  • Use defined procedures for responding to customer calls
  • Collect information from caller and document data elements in designated tool
  • Maintain records of all calls from customers using designated Service Management tool
  • Provide detailed documentation of all steps involved in resolving customer issues
  • Escalate issues to the appropriate department and personnel
  • Investigate, examine, troubleshoot and solve hardware and software issues quickly
  • Maintain a pleasant demeanor and attitude in the day-to-day communication and interface with customers
  • Provide support and instruction for client products
  • Perform all procedures based on Standard Operating Procedures (SOPS) with associated testing
  • Update knowledge base for all clients
  • Unlock and reset passwords for user accounts
  • Resolve issues for clients using designated remote access tool
  • Ability to have flexible schedule to assist in responding to emergency support issues and situations
  • Other duties as assigned

 

BASIC RESPONSIBILITIES

  • Maintain clear and concise communication with both the client and supervisor
  • Report any issues to immediate supervisor in a timely manner
  • Keep calls to a minimum (if possible) to allow for timely closure and avoid delays
  • Work entire shift without any unjustified interruptions
  • Perform any extra duties that may arise requiring attention

 

 

Required Technical Skills:

  • A+ certification or equivalent experience with a Geek Squad or European Equivalent
  • High proficiency in Windows and MS Office Suite applications
  • Solid computer keyboarding, multiple monitor and touchpad skills
  • General understanding of various software and hardware

 

Required Soft Skills:

  • Excellent written and oral English communication skills
  • Native level fluency in designated language
  • Exceptional problem solving and organizational skills
  • Excellent analytical and problem solving skills
  • Excellent customer service orientation
  • Ability to adjust and adapt to situations in a timely manner
  • Motivated self-starter, proactive with initiative to work and learn

 

Required Education and Experience:

Computer Science or related degree and a minimum of 1 year previous IT support experience preferably in a call center environment and/or any equivalent combination of education and experience.

  • Work from home
  • Private health insurance after 3 months of employment;
  • Initial training fully paid and included in the contract
  • Monthly meal allowance
  • Monthly internet package compensation

Tue, 30 Jan 2018 15:56:15 +0000

Portugal

To negotiate
Customer Service
Language/ English

Vai al sito

Pignolo, maniaco dei dettagli e migliore amico dell’ansia.
Sono un Web Designer (anche se odio etichettarmi) e vivo ad Altamura, da circa 10 anni mi diverto in ambito web e app, mi occupo prettamente di frontend ma non disdegno a sporcarmi le mani con un bel po di sano codice.

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