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SERVICE DESK TECHNICIAN

São Paulo - São Paulo

Descrição da oferta de emprego

Service Desk Technician - The primary responsibility of an L1 Technician is to resolve basic technical issues and provide timely and effective solutions to ensure mínimal disruption to the organization''s operations. HOURS WILL VARY - SHIFT BASEDDuties and Responsibilities:- Incident Logging: Accurately log and categorize incidents and service requests in a ticketing system, SERVICE NOW, ensuring all relevant information is captured. - Issue Triage: Assess and prioritize incidents and service requests based on their impact and urgency, escalating critical issues to higher-level support teams when necessary. - Basic Troubleshooting: Provide basic technical support and troubleshooting assistance for common hardware and software issues, including password resets, software installations, and printer problems. - Aim to provide FCR (First contact resolution) and SDR (same day resolution while adhering to SLAs. - Documentation: Maintain accurate records of incidents, solutions provided, and frequently encountered issues, contributing to a knowledge base for future reference. Write KBAs- Keep virtual stock rooms up to date and make sure assets are properly managed and deployed. - Remote Support: Offer remote assistance to end-users by using remote desktop tools to troubleshoot and resolve issues. - Hardware Support: Diagnose and assist with hardware-related problems, such as connectivity issues, peripheral malfunctions, and hardware replacements. - Security Awareness: Promote and enforce IT security policies and procedures, educating end-users about best practices to minimize security risks. - Communication: Maintain clear and effective communication with end-users, keeping them informed about the status of their incidents and service requests. Must be able to read and write English with proficiency. - Team Collaboration: Collaborate with other support teams (L2, L3) and departments to ensure seamless problem resolution and maintain a high level of customer satisfaction. - Continuous Improvement: Suggest improvements to existing processes and procedures to enhance the efficiency and effectiveness of the Service Desk. Qualifications:- High school diploma or equivalent; additional technical certifications or relevant coursework is a plus. - Strong problem-solving skills and the ability to work under pressure. - Excellent communication and customer service skills. - Familiarity with common operating systems (e. G. , Windows, macOS) and office productivity software. - Basic knowledge of networking concepts and hardware components. - Ability to adapt to new technologies and learn quickly. - ITIL Foundation certification is a plus but not mandatory. - Service Now knowledge is preferred.
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Detalhes da oferta

Empresa
  • Caderno Nacional
Localidade
Endereço
  • Indeterminado - Indeterminado
Data de publicação
  • 25/12/2024
Data de expiração
  • 25/03/2025
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