Single Point of Contact to all FIT Customers
Accept, process, solve and respond to customer requests and incidents (per mail, phone, alarm or Self Service)
Documentation of all incoming requests and incidents in a ticket system
Troubleshoot 1st level tasks :
MS Windows, MS Office, Active Directory user administration, general Clientsupport, printingsupport, local networksupport, Mobile Device Management ,VPN, Sharepoint, Exchange, Citrix, Data Restores and SAP account administration.
Prioritize and escalate according to the global incident management process all the critical and High incidents
Develop new preventive concepts to avoid and solve incidents
Monitoring of the solution of incoming disturbances
Monitoring components and Services with monitoring-tools
Create, manage, update and utilize Work Instructions, Knowledgebase entries, How-Tos and other documented knowledge to resolve customer issues or service requests
Remote Support for Customers
Ensure a great customer satisfaction is delivered on each tickey, call or email.
Follow the global standards scripts for call, ticket & email handling.
Mantain the mínimum level of score for the montlhy MSD score card
Resolve the incidents marked as Service Desk Resolvable
1-3 years help desk or IT call center experience
Ability to work rotating shifts
Experience with a sense of urgency / meeting customer SLAs. This would entail monitoring alerts, following work instructions, ticket handling and coordinating with other team members
Customer service / satisfaction experience is key. Excellent problem solving and issue resolution skills
Teamwork skills and individual initiative important
Excellent work ethic - high output (i.e. 20+ tickets a day) and attention to detail
Strong verbal and written communication skills; ability to remain composed and professional in stressful, high pressure situations
Good understanding on ITIL and Service Management concepts
Highly motivated, self-starter with a positive attitude and strong initiative to face the challenges of a very fast-paced, high-
energy, yet sometimes stressful, customer-focused operations organization
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