Service Desk Specialist Agents
Freudenberg & Co. KG
Puebla,Mexico
hace 4 días

Your tasks

  • 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
  • Our expectations

  • 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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