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IT Service Desk Agent
hace 2 días
POSITION & OBJECTIVES
:
As an IT Infrastructure Service Dek Agent, you will provide support to our customers via phone and helpdesk ticketing system. You will ask appropriate questions and use knowledge and resources to diagnose and resolve their issues. You will escalate issues that extend beyond Tier I span of control.
You are the ideal candidate if you have an associate degree in information technology and/or 1+ years of experience working in a help desk environment. Proficiency with Windows based computers is a must. You need to be a highly detail oriented and analytical individual to accurately capture customer interactions and close out submitted trouble tickets in a timely manner.
Essential Duties and Responsibilities:
- Capture incoming technical support issues via phone call or helpdesk ticketing system.
- Perform remote troubleshooting through diagnostic techniques and pertinent questions.
- Determine the best solution based on the issue and details provided by customer.
- Direct unresolved issues to the next level of support personnel.
- Record events, problems, and resolution in helpdesk ticketing software.
Qualifications
Requirements:
- Bachelor's degree OR advanced student in systems engineering OR related IT field.
- 1+ years of IT helpdesk experience in computer hardware/software troubleshooting support.
- 1+ years of proficient experience in windows based computers.
- Advanced English level.
Secondary Duties:
- Produce reports and provide data as needed for managerial purposes.
- Participate in after-hours on-call support (rotational basis).
- Provides information/support to other team members as needed.
- Produce training documentation and materials.
- Gather requirements and help write change specifications.
- Participate in training with other IT staff to help increase knowledge base.
