Technical Support Specialist

Há 2 dias

Sorocaba, São Paulo, Brasil beBeeProblemSolving Tempo inteiro US$7.200 - US$9.600
Job Overview

The Service Desk Analyst is responsible for delivering end-to-end support in accordance with IT service level agreements.

The analyst will partner with end-users and technology groups to ensure all incidents are analyzed, resolved, and reported back within the promised time frames.

Key Responsibilities:

  • Facilitate incident response / resolution and service request fulfillment services by engaging clients via multiple communication channels and managing client expectations as the primary point of contact.
  • Troubleshoot issues to resolution or escalate to appropriate teams or vendors when necessary.
  • Support Microsoft virtual technologies including AVD, Nerdio, and FSLogix.
  • Document all reported issues, troubleshooting steps, and resolutions in the incident management system.
  • Provide feedback, additions, and updates to the knowledge base where applicable.
  • Follow established ITIL processes and procedures.
  • Perform operational tasks, including infrastructure, product development, and information security non-automated procedures.
  • Evaluate, troubleshoot, escalate, and document issues effectively.
  • Complete work in a timely and accurate manner while providing exceptional customer service.
  • Stay current on the latest technologies, trends, and strategies in use.

Required Skills and Qualifications:

  • One year of customer service experience.
  • Mandatory experience with Microsoft Virtual technologies like AVD, Nerdio, and FSLogics.
  • Knowledge of PC hardware, computer operating systems, and software.
  • Able to communicate across all levels of the organization clearly and effectively.
  • Knowledge of typical desktop computer software, including Microsoft Office and email.
  • Ability to work both independently and within a team.
  • Customer service skills, including the ability to manage and respond to different customer situations.
  • Organizational and problem-solving skills, a can-do attitude, and adaptability.

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