Service Desk Analyst-2
hace 4 semanas
Advanced Technology Services (ATS) es una empresa lder nacional en brindar servicios y soluciones de TI a grandes corporaciones de Fortune 100. Nuestros servicios incluyen: Help Desk, Desk Side Support, PC Life Cycle Support, PC y Wintel / Unix Server Maintenance. ATS ha mejorado el rendimiento de las empresas m s sofisticadas del mundo y debemos nuestro ‚xito a nuestros empleados. Su tiempo y sus conocimientos son importantes: aproveche al m ximo ambos. En ATS, hemos capacitado continuamente a nuestros empleados para desarrollar sus habilidades y avanzar en sus carreras. Es nuestra filosofa, junto con nuestro compromiso inquebrantable con la satisfacci¢n del cliente, que ha hecho de ATS un gran ‚xito y un excelente lugar para trabajar. Deberes / Responsabilidades Principales: ? Brinda asistencia t‚cnica al cliente al tomar llamadas entrantes usando las mejores pr cticas basadas en ITIL ? Realiza el diagn¢stico, la investigaci¢n y la resoluci¢n de incidentes para cumplir con los requisitos del cliente de SLA. ? Crea y cumple con las solicitudes de servicio para superar el nível de servicio del cliente. ? Identifica, investiga y resuelve problemas t‚cnicos de hardware, software o redes. ? Responde las consultas de los usuarios por tel‚fono, correo electr¢nico y solicitudes de sistema. ? Entrega notificaciones y asignaciones oportunas a los representantes de campo apropiados ? Proporciona soporte general a los clientes que utilizan m£ltiples herramientas, tecnologas y cuentas ? Documenta, tramita y supervisa consultas y soluciones utilizando procedimientos operativos est ndar. ? Comunica los estados de los proyectos y problemas a los gerentes y empleados de Service Desk. ? Escala problemas en tiempo real por procedimientos de escalamiento. ? Realiza an lisis de causa raz y genera informes. ? Act£a como un experto en la materia para las cuentas asignadas Conocimientos, habilidades, habilidades y comportamientos requeridos: ? Ttulo de asociado o educaci¢n t‚cnica equivalente y un a¤o de experiência relacionada; o una combinaci¢n equivalente de educaci¢n y experiência ? Conocimiento de hardware, software, redes y t‚cnicas de computadoras. ? Se prefiere la certificaci¢n A +, Network +, Server +, Security +, Microsoft, Citrix o VMWare ? Se prefieren las fundaciones ITIL v3 y / o la certificaci¢n CompTIA A + ? Capacidad para manejar altos vol£menes de llamadas y brindar asistencia a m£ltiples clientes en un entorno acelerado ? Experiência con Microsoft Office, sistemas operativos de Microsoft, Windows 7, sistemas de gesti¢n del conocimiento, herramientas de gesti¢n de servicios de TI ? Excelentes habilidades de comunicaci¢n, gram tica y servicio al cliente. ? Fuertes habilidades analticas, atenci¢n al detalle y seguimiento ? Alienta el trabajo en equipo y la colaboraci¢n de procesos, procedimientos y polticas. ? Flexibilidad para adaptarse a las horas de operaci¢n de la Mesa de Servicio, incluidos los fines de semana y los turnos de trabajo ? Sigue las pautas de Service Desk y Call Center para la adherencia al trabajo
Tenemos otros empleos actuales relacionados con este campo que puede encontrar a continuación
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