Detalhes do projeto
Realizar atendimentos de tickets de IT abertos por usuários.
Alocação 1x por semana (4x por mês) full time em horário comercial a definir.
R$400,00 por dia (Incluso deslocamento e alimentação).
Atendimento em Português, porém haverão atendimentos ocasionais em Inglês.
Necessário mais de 2 anos de experiência em suporte ao usuário final e inglês avançado. (Será testado)
Duties on site
- Field incoming help requests from end users via both telephone and work orders in a courteous manner
- Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue
- Build rapport and elicit problem details from help desk customers
- Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician
- Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution
Other desirable skills:
- Ability to advise and to present to one or more customer staff.
- Monitor and control daily service call activity, utilization, inventory levels, and service levels.
- Exceptional customer service
- Advanced knowledge in Customer Service Aptitude
- Resolving technical problems with hardware, software, and connectivity.
- Troubleshooting customer issues while maintaining agreed-upon service levels for customer contact and resolve
- Participate in the configuration and support of internal systems.
- Ability to work effectively with Logistics
- Adherence to the assigned schedule
- Adhering to documented policies, procedures, and processes for NSC that are specific to the service.
- Clear and concise documentation of all customer interaction within appropriate CRM tools.
- Able to function in a team environment
- Maintain knowledge levels as industry enhancements occur
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- Support installation and implementation of connectivity and high-end systems products
- Continuous improvement of service delivery.
Required IT Qualifications
- Advanced knowledge of Computer Hardware
- Advanced knowledge of Common Software applications
- Advanced knowledge of Microsoft Operating system
- Proficient knowledge of Printer Hardware
- Proficient knowledge in configuring and troubleshooting networking, wireless, and VPN features of end-user devices
- Proficient knowledge of Ticketing software
- Microsoft Office & Office 365 applications
- PC\Laptop hardware
- PC\Laptop peripherals, including printers
- Mobile devices
Awareness of:
- Active Directory
- Exchange
- Apple OS
- Network and server hardware and components
IT qualifications may include:
- A+ Certification; Baseline OEM Certifications which include any of the following, depending on assignment: Dell Desktop/Laptop, HP Desktop/Laptop/Printer, Lenovo Desktop/Laptop, Lexmark Printer, IBM Printer, Server +
- PC\Laptop OEM Maintenance Certification
- CompTIA A+ Certification
- Microsoft Certified IT Professional (MCITP) certification in the desktop area
- Microsoft Office Specialist (MOS) certification
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