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SERVICE DESK ANALYST

Curitiba - Paraná

Descrição da oferta de emprego

Service Desk Analyst - - Consultar o usuário para obter todas as informações relevantes sobre a chamada feita ou o problema relatado por ele. - Tentar resolver as perguntas definidas enquanto estiver no telefone, atendendo o nível de serviço acordado para o FCR (First Call Resolution). - Verificar se já existe algum ticket aberto para a consulta antes de abrir um novo ticket; - Encaminhar o ticket para o grupo resolvedor; - Redirecionar os tickets que não foram direcionados corretamente; - Escalar os tickets nãoresolvidos por Service Desk, de acordo com os procedimentos de escalonamento do cliente; - Fornecer status e atualizações sobre os tickets do cliente solicitados ou de acordo com a manipulação e / ou procedimentos de escalonamento do problema. - Reabrir o ticket se o usuário indicar que a solicitação não foi resolvida para a satisfação do Usuário; - Trabalhar na Returnedqueue/back log conforme determinado pelo Lider Técnico; - Fazer recomendações para entradas no portal on-line (KB) que permitirão aos usuários finais fornecer serviços de auto-atendimento;
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Detalhes da oferta

Empresa
  • Caderno Nacional
Localidade
Endereço
  • Indeterminado - Indeterminado
Data de publicação
  • 20/12/2024
Data de expiração
  • 20/03/2025
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