Service Desk Senior Agent
Há 3 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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