• Bilingual Service Desk Level I

    Location CR-Heredia
    Posted Date 2 months ago(6/13/2018 11:00 AM)
    Job ID
    2018-1354
    # of Positions
    8
    Category
    ITS - Engineering Services
  • Job Summary

    The Service Desk Agent is the first point of contact for the users who call our IT Service

    Desk. While providing the highest level of customer service, the Service Desk Agent

    answers incoming calls, tracks all information in a call tracking system, uses a

    knowledge base tool along with their expertise to resolve tier 1 requests in a timely

    manner.

     

    The Service Desk Agent escalates unresolved problem/issues/requests to the

    proper tier 2 and 3 support team. Troubleshooting basic end user issues on various

    software applications, hardware, network and telecommunications systems and provide basic desktop support

    Responsibilities

     

    • Provide first level contact and convey resolutions to customer issues
    • Properly escalate unresolved queries to the next level of support
    • Track, route and redirect problems to correct resources
    • Update customer data and produce activity reports
    • Walk customers through problem solving process
    • Follow up with customers.
    • Utilize excellent customer service skills and exceed customers’ expectations
    • Ensure proper recording, documentation and closure
    • Recommended procedure modifications or improvements
    • Preserve and grow your knowledge of help desk procedures, products and services
    • Working closely with and in support of the IT Service Desk Level 2, NOC and Engineering team members.
    • Coordinating user and support issues among corporate sites to ensure timely distribution of knowledge and positive impact on user satisfaction and productivity.
    • Acquiring and maintaining knowledge of relevant product offerings, current support policies, and methods of support delivery, in order to provide technically accurate solutions to users.
    • Obtaining appropriate approval from Auxis Management on work products and deliverables prior to submission to a client.
    • Other related tasks and responsibilities as directed by the Auxis Service Support Team Lead or his designate(s)
    • Additional responsibilities include:
      • Comply and adhere to Auxis operational processes and security policies
      • Use of Auxis Service management tools for Incident, Problem, Change and Configuration management
      • Use of Auxis monitoring and management tools for the devices and infrastructure applications
      • Attend all operational and project (ad-hoc) related scheduled meetings as required
      • Your working hours will be in accordance with the normal business hours at the client sites that you are servicing, or on a specific schedule to be determined by the Auxis Service Support Team Lead.

     

    Skills and Experience

    • B2+ English Language (Oral and writing)
    • Schedule 7 am to 4 pm with saturday and sunday off 
    • 6 months of Technical support Experience Knowledge/Training on best practices or IT frameworks, such as ITIL (Information Technology Infrastructure Library).
    • Active Directory, Exchange, Office 365, network-shared printers and drives experiences.

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