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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