Support Specialist

Há 2 dias

Curitiba, Paraná, Brasil beBeeHelpDesk Tempo inteiro US$34.434 - US$44.270
Job Title: Help Desk Specialist

Job Description:
The primary objective of this role is to serve as the initial point of contact for B2B users who call the service desk to troubleshoot end-user issues in line with service desk objectives.

Key Responsibilities:
  • Provide primary user support and customer service.
  • Learn fundamental operations of commonly-used software, hardware, and other equipment.
  • Follow standard service desk operating procedures by accurately logging all service desk tickets using the defined tracking software.
  • Ensure that the scorecard is maintained as per Service Level Agreement (SLA) with respect to Time-To-Resolve (TAT), SLA & hits.
  • Manage all queries or escalate if not resolved as per the defined helpdesk policies and framework.

Stakeholder Interaction:
- Internal: Team Lead - Service Desk, Regular reporting & updates, Core Service Delivery Team - For adherence to SD SoW
- External: Clients - Handle issues/ queries

Required Skills and Qualifications:
  • Process Excellence - Ability to follow service desk standards and norms to produce consistent results, provide effective control, and reduction of risk
  • Domain Knowledge - Knowledge of process/domain managed

Benefits:
- Opportunity to work in a fast-paced environment
- Chance to learn and grow professionally
- Collaborative team atmosphere

Deliverables:
- Service Desk Delivery - Adherence to TAT, SLA as per Service Level Agreement
- Minimal Escalation
- Customer Experience

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