As a Service desk agent, your role will be to provide client specific product on software/Hardware requests. The Technician will handle customer calls and emails, troubleshoot, document and resolve IT related issues on scope based on solutions found in the knowledge base. The Technician must work in a timely and efficient manner while ensuring attendance, quality and customer service metrics are met.
Job requirements
Provide 1ST Level End-user support for client users including:
- Microsoft Office issues (error messages, formatting, improving performance, various settings)
- Windows troubleshooting (error messages, improving performance, tweaking system, changing appearance and settings)
- Specific corporate software (installation, error messages, tweaking)
- Networking (basic user-level support, checking of settings, tweaking PC settings for the network, checking internet connectivity)
- Analyzing support requests sent by the customer by calls, mail, Web submit
- Answer incoming calls and log all customer questions and issues accurately and efficiently into ticketing system
- Examining all problems; evaluating complexity, impact and priority.
- Giving required support, efficiently and effectively and in accordance with priority, impact and SLA's.
- Escalating problems according to procedures; to the client support groups or to the 2nd level
- Ensuring follow-up of all issues: documenting and fill in ticketing system appropriately
- Assist with defining and documenting knowledge base articles
- Assist with special project work as needed
- Flexibility and able to adapt to different work environment
- Previous successful customer service experience is considered an advantage
- Strong analytical, technical, problem solving and organizational skills
- Strong written and oral communication skills
- Team player, self-motivated, organized, detail oriented and able to handle changing priorities;
- Able to communicate problems/issues to customers in a non-technical manner
- Flexibility. Working hours: shifts rotation to cover 24/7, Monday to Sunday /or
Monday to Friday from 6am to 10pm /or Monday to Friday from 7am to 7pm
- Proficiency in English / or English and French
What's next
It's best to apply today, because job postings can be taken down and we wouldn't want you to miss this opportunity. In case you need further information, just send us a message and we"ll be happy to assist!
The preceding job description had been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties and responsibilities required of employees assigned to this job.
Diversity & Inclusion
Here at the Stefanini Group, we value plurality and equity, regardless of race, sexual orientation, disability, age, ancestry, religion, gender, and nationality. We understand and encourage the importance of being you!
About us
We are a Brazilian company with over 35 years of experience in delivering IT services worldwide, ranging from IT outsourcing to application development or IT staffing. We have a direct presence in 41 countries, through our 70 offices located throughout the world. We have managed to become the preferred partner of many small-to-midsize local and regional companies as well. Most of our clients come from industries such as financial services, manufacturing, telecommunications, chemical, services, technology, public sector and utilities.
Stefanini has career opportunities locally and around the world for professionals interested in a vibrant, passionate, team-oriented workplace. If you are a customer-centric person with a "get it done" attitude, come over for coffee and a talk on your future career with us! Learn more about us and join us on LinkedIn, Facebook and Instagram where we regularly post insights from our colleagues.
