Service Desk Technician

4 semanas atrás

Sao Paulo, Brasil Marken Tempo inteiro
Job Title: Service Desk Level 1 (L1) Technician
Job Description: A Service Desk Level 1 (L1) Technician plays a crucial role in providing technical support and assistance to end-users within an organization. The primary responsibility of an L1 Technician is to resolve basic technical issues and provide timely and effective solutions to ensure mínimal disruption to the organization's operations.
HOURS WILL VARY - SHIFT BASED
Duties and Responsibilities:
- Incident Logging: Accurately log and categorize incidents and service requests in a ticketing system, SERVICE NOW, ensuring all relevant information is captured.
- Issue Triage: Assess and prioritize incidents and service requests based on their impact and urgency, escalating critical issues to higher-level support teams when necessary.
- Basic Troubleshooting: Provide basic technical support and troubleshooting assistance for common hardware and software issues, including password resets, software installations, and printer problems.
- Aim to provide FCR (First contact resolution) and SDR (same day resolution while adhering to SLAs.
- Documentation: Maintain accurate records of incidents, solutions provided, and frequently encountered issues, contributing to a knowledge base for future reference. Write KBAs
- Keep virtual stock rooms up to date and make sure assets are properly managed and deployed.
- Remote Support: Offer remote assistance to end-users by using remote desktop tools to troubleshoot and resolve issues.
- Hardware Support: Diagnose and assist with hardware-related problems, such as connectivity issues, peripheral malfunctions, and hardware replacements.
- Security Awareness: Promote and enforce IT security policies and procedures, educating end-users about best practices to minimize security risks.
- Communication: Maintain clear and effective communication with end-users, keeping them informed about the status of their incidents and service requests. Must be able to read and write English with proficiency.
- Team Collaboration: Collaborate with other support teams (L2, L3) and departments to ensure seamless problem resolution and maintain a high level of customer satisfaction.
- Continuous Improvement: Suggest improvements to existing processes and procedures to enhance the efficiency and effectiveness of the Service Desk.
Qualifications:
- High school diploma or equivalent; additional technical certifications or relevant coursework is a plus.
- Strong problem-solving skills and the ability to work under pressure.
- Excellent communication and customer service skills.
- Familiarity with common operating systems (e.g., Windows, macOS) and office productivity software.
- Basic knowledge of networking concepts and hardware components.
- Ability to adapt to new technologies and learn quickly.
- ITIL Foundation certification is a plus but not mandatory.
- Service Now knowledge is preferred.

  • Service Technician

    1 semana atrás

    Sao Paulo, Brasil Smiths Group Tempo inteiro

    Location: Latin America, Brazil, Sao Paulo- Ref: JOHNCRANELATAM00814- Division: John Crane- Job Function: After Sales Service RepairSERVICE TECHNICIAN (TECHNICIAN II FIELD SERVICE/SUPPORT) SERVICE TECHNICIAN (TECHNICIAN II FIELD SERVICE/SUPPORT)

  • Service Technician Jr

    4 semanas atrás

    Sao Paulo, Brasil Smiths Group Tempo inteiro

    Location: Latin America, Brazil, Sao Paulo- Ref: JOHNCRANELATAM00773- Division: John Crane- Job Function: After Sales Service RepairSERVICE TECHNICIAN JR (TECHNICIAN III FIELD SERVICE/SUPPORT)- SERVICE TECHNICIAN JR (TECHNICIAN III FIELD SERVICE/SUPPORT)

  • Field Service Technician

    3 semanas atrás

    São Paulo, Brasil Sécheron SA Tempo inteiro

    O Grupo Sécheron Hasler continua a tradição suíça de mais de 140 anos no domínio da tecnologia ferroviária. Somos um dos principais fornecedores mundiais de componentes e soluções de segurança eléctrica e eletrónica e de sistemas de energia de tração para a indústria ferroviária, fornecendo também soluções para energias renováveis, redes...

  • Help Desk Support Technician

    1 semana atrás

    Sao Paulo, Brasil Enghouse Tempo inteiro

    Enghouse is looking for an entry-level IT professional to work from our Sao Paolo office as an **IT Help Desk Support Technician**. **The Role**: In this role you will be responsible for recording, tracking, and documenting help desk requests, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution. When...

  • Service Desk

    2 semanas atrás

    Sao Paulo, Brasil SONDA IT Tempo inteiro

    Junte-se à SONDA! Se você procura um novo desafio para inovar e transformar o futuro, queremos que faça parte da nossa equipe. Junte-se à empresa líder latino-americana em serviços de TI, um lugar onde você pode impulsionar sua carreira, adquirir novos conhecimentos e se desenvolver profissionalmente. Na área de Service Desk estamos buscando por...

  • Analista de Service Desk

    4 semanas atrás

    Sao Paulo, Brasil Robert Half Tempo inteiro

    Atendimento Service Desk em espanhol...A EmpresaEmpresa global de serviços profissionais, com sede na cidade de Nova York, com operações em corretagem de seguros e gerenciamento de riscos. Descrição da vagaAtendimento Service Desk em espanhol;Experiência com atendimento e suporte de primeiro nível, gerenciamento de tickets e atendimento a...

  • Analista Service Desk

    Há 19 horas

    Sao Paulo, Brasil Moot It Consulting Tempo inteiro

    **Competências e Conceitos Mandatórios**: - Conhecimentos e experiência com sistemas de Service Desk - Boa comunicação

  • Field Service Technician-- Brazil

    Há 4 dias

    Sao Paulo, Brasil Entrust Datacard Tempo inteiro

    **Career Growth, Flexibility and Collaboration!** Entrust is dedicated to securing a world in motion by enabling trusted identities, payments, and data protection around the globe. Headquartered in Minnesota, we offer our colleagues the ability to work globally, in a flexible and collaborative environment. Our team makes an impact!! **The Company**:Entrust...

  • Agente de Service Desk

    2 semanas atrás

    Sao Paulo, Brasil SONDA IT Tempo inteiro

    **Viva a experiência SONDA** **Aqui você transforma sua carreira!** **Por que fazer parte da SONDA?** Porque assim como você, amamos o que fazemos, temos paixão por inovação e estamos convencidos de que através do conhecimento e da tecnologia vamos transformar não só os negócios de nossos clientes, mas também o futuro. Na SONDA você terá uma...

  • Agente de Service Desk

    2 semanas atrás

    Sao Paulo, Brasil SONDA IT Tempo inteiro

    **Viva a experiência SONDA** **Aqui você transforma sua carreira!** **Por que fazer parte da SONDA?** Porque assim como você, amamos o que fazemos, temos paixão por inovação e estamos convencidos de que através do conhecimento e da tecnologia vamos transformar não só os negócios de nossos clientes, mas também o futuro. Na SONDA você terá uma...