Service desk senior agent
Há 4 dias
Experience: 3–5 yearsWe 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 ResponsibilitiesService 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.QualificationsExperience: 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, Comp TIA A+ or equivalent (preferred).Preferred SkillsFamiliarity with ITSM tools and remote support techniques.Knowledge of ITIL best practices.
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