Service Desk Senior Agent
Há 2 dias
Experience: 3–5 years
We are seeking an experienced Service Desk Senior Agent to lead IT Infrastructure Service Desk operations and ensure exceptional service delivery. The ideal candidate will have a strong track record in managing SLAs and KPIs, providing voice-based support, and offering multilingual assistance.
Key Responsibilities
Service Desk Management: Oversee daily operations to ensure efficient and effective IT support.
SLA & KPI Compliance: Monitor and maintain service levels and performance metrics.
Voice Support: Deliver technical assistance via voice calls, resolving infrastructure issues promptly.
Multilingual Support: Provide support in English and at least one additional language (Portuguese, French, Canadian French, Spanish, German, Polish, Vietnamese, or Mandarin).
Incident Resolution: Manage incidents with accurate documentation and timely follow-up.
Problem Solving: Diagnose and resolve technical issues with effective solutions.
Collaboration: Work closely with IT teams and stakeholders for seamless service delivery.
Mentorship: Train and guide junior agents to build a skilled and collaborative team.
Documentation: Maintain clear and comprehensive process and resolution records.
Qualifications
Experience: 3–5 years in IT Infrastructure Service Desk operations.
Technical Skills: Strong knowledge of IT infrastructure (hardware, software, networks).
SLA & KPI Expertise: Proven ability to meet performance targets.
Communication: Excellent verbal and written skills in English and one additional language.
Problem-Solving: Analytical mindset to troubleshoot and resolve issues.
Customer Service: Commitment to delivering a positive user experience.
Certifications: ITIL, CompTIA A+ or equivalent (preferred).
Preferred Skills
Familiarity with ITSM tools and remote support techniques.
Knowledge of ITIL best practices.
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