Technical Support Specialist

1 dia atrás

Londrina, Paraná, Brasil beBeeService Tempo inteiro R$96.000 - R$120.000
Service Desk Professional Role

We are seeking a skilled Service Desk Analyst to join our team in a full-time capacity. As a key member of our IT department, you will be responsible for delivering end-to-end support in accordance with IT service level agreements.

You 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 Service Desk incident response / resolution and service request fulfillment services by engaging clients via multiple communication channels.
  • 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 Information Technology Infrastructure Library (ITIL) processes and procedures.
  • Perform operational tasks, including infrastructure, product development, and information security non-automated procedures.
  • Properly evaluate, troubleshoot, escalate, and document issues.
  • Complete work in a timely and accurate manner while providing exceptional customer service.
Required Skills and Qualifications:
  • This position requires one year of customer service experience.
  • Prior experience with Microsoft Virtual technologies like AVD, Nerdio and FSLogix is mandatory.
  • Knowledge of PC hardware, computer operating systems and software is required.
  • Demonstrates ability to communicate across all levels of the organization, clearly articulating technical ideas to a non-technical audience, both verbally and in writing.
  • Knowledge of typical desktop computer software, including skills in Microsoft Office and email is necessary.
  • Ability to work both independently and within a team.
  • Customer service skills, including the ability to manage and respond to different customer situations while maintaining a positive and friendly attitude.
  • Organizational and problem-solving skills, a can-do attitude, and the ability to adjust to changing requirements.
Educational Requirements:
  • This position requires an associate degree in Computer Science, information Technology, IT Engineering or related technical field or equivalent work experience.
  • ITIL knowledge is strongly preferred.

Please note that this job description may be subject to change based on business needs.

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