Detalhes do projeto
Realizar atendimentos de tickets de IT abertos por usuários.
Alocação 1x por semana (4x por mês) full time em horário comercial a definir.
R$400,00 por dia (Incluso deslocamento e alimentação).
Atendimento em Português, porém haverão atendimentos ocasionais em Inglês.
Necessário mais de 2 anos de experiência em suporte ao usuário final e inglês avançado. (Será testado)
Duties on site
Field incoming help requests from end users via both telephone and work orders in a courteous manner
Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue
Build rapport and elicit problem details from help desk customers
Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician
Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution
Other desirable skills:
Ability to advise and to present to one or more customer staff.
Monitor and control daily service call activity, utilization, inventory levels, and service levels.
Exceptional customer service
Advanced knowledge in Customer Service Aptitude
Resolving technical problems with hardware, software, and connectivity.
Troubleshooting customer issues while maintaining agreed-upon service levels for customer contact and resolve
Participate in the configuration and support of internal systems.
Ability to work effectively with Logistics
Adherence to the assigned schedule
Adhering to documented policies, procedures, and processes for NSC that are specific to the service.
Clear and concise documentation of all customer interaction within appropriate CRM tools.
Able to function in a team environment
Maintain knowledge levels as industry enhancements occur
Support installation and implementation of connectivity and high-end systems products
Continuous improvement of service delivery.
Required IT Qualifications
Advanced knowledge of Computer Hardware
Advanced knowledge of Common Software applications
Advanced knowledge of Microsoft Operating system
Proficient knowledge of Printer Hardware
Proficient knowledge in configuring and troubleshooting networking, wireless, and VPN features of end-user devices
Proficient knowledge of Ticketing software
Microsoft Office & Office 365 applications
PC\Laptop hardware
PC\Laptop peripherals, including printers
Mobile devices
Awareness of:
Active Directory
Exchange
Apple OS
Network and server hardware and components
IT qualifications may include:
A+ Certification; Baseline OEM Certifications which include any of the following, depending on assignment: Dell Desktop/Laptop, HP Desktop/Laptop/Printer, Lenovo Desktop/Laptop, Lexmark Printer, IBM Printer, Server +
PC\Laptop OEM Maintenance Certification
CompTIA A+ Certification
Microsoft Certified IT Professional (MCITP) certification in the desktop area
Microsoft Office Specialist (MOS) certification
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