Service Desk
hace 2 semanas
**Responsibilities and Duties****Responsibilities**:- Accept & registers Service Calls- Classify Service Calls according to the specified options- Execute 1st attempt to solve the Service Call- Refer Service Call to the appropriate Resolution Owner Support Group- Tracks the progress of an owned Service Call during entire lifecycle (from start to end, register to close) to ensure that it is resolved within the agreed Service Level Agreement (SLA) and updates Service Call records if necessary. (Note: is responsible that the solution is created but is not necessarily responsible for the solution itself).- Escalate to the appropriate management level when thresholds are violated.- Close Service Call- Communication (internally / externally) about Service Calls, e.g., communicates the status of the Service Call directly with the customer or broadcasts to a larger audience as defined per SLA.- Report about Service Calls- Communicate response times for dispatched tickets to the customers- Manage the entire service request process ensuring adherence to SLA- Execute service requests such as setting up NT/Outlook accounts as per the SLA- Process and send IT reports**Required Experience, Skills and Qualifications****Tech Skills**- 2 years of Technical helpdesk or technical call center experience is necessary.- Disciplined, systematic problem-solving skills required.- Hands-on work experience with the following:- Windows Operating systems- Clients: Windows7, Windows Vista, Windows XP, Windows 2000- Servers: Windows 2000, Windows 2003, Windows 2008,- Knowledge of Active Directory, Exchange 2003/2007- ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service Center, and ServiceNow- MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio- Internet browsers (e.g. Explorer, Chrome, Firefox),- Current experience with troubleshooting VPN and remote dial-in user s- Support for laptop, desktops, printers, and apple products- Experience with troubleshooting VOIP issues- Experience with remotely installing software using PowerShell**Salary**: Up to $21,000.00 per month**Experience**:- Tech Support or Help Desk: 1 year (required)**Language**:- English (required)
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Service Desk Ti Jr
hace 4 semanas
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Service Desk Ti Jr
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French Service Desk
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French Service Desk
hace 2 días
Monterrey, México Agile Global Solutions A tiempo completoWe are actively seeking a dedicated **French Service Desk Technician** to enhance our IT support team. In this role, you will provide **French IT support** and ensure efficient troubleshooting for our clients' technical issues, delivering high-quality **service desk solutions**. Key Responsibilities: - Respond promptly to incoming **service desk queries**...
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Service Desk
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Bilingual Customer Service Representative
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Bilingual Customer Service Representative
hace 2 días
Monterrey, México Cover Desk A tiempo completo**ABOUT COVER DESK**: - Cover Desk celebrates six years in the industry of helping virtual assistants’ pair with independent insurance agencies to help them grow, thrive, and support their agency. We offer insurance agencies access to highly educated and talented virtual assistants in Tijuana, Mexico._ **JOB SCOPE**: - As a virtual assistant to Cover...
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Bilingual Customer Service Representative
hace 4 semanas
Monterrey, México Cover Desk A tiempo completo**ABOUT COVER DESK**:- Cover Desk celebrates six years in the industry of helping virtual assistants' pair with independent insurance agencies to help them grow, thrive, and support their agency.We offer insurance agencies access to highly educated and talented virtual assistants in Monterrey, Mexico._**JOB SCOPE**:- As a virtual assistant to Cover Desk...
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Bilingual Customer Service Representative
hace 2 días
Monterrey, México Cover Desk A tiempo completo**ABOUT COVER DESK**:- Cover Desk celebrates six years in the industry of helping virtual assistants’ pair with independent insurance agencies to help them grow, thrive, and support their agency. We offer insurance agencies access to highly educated and talented virtual assistants in Monterrey, Mexico._**JOB SCOPE**:- As a virtual assistant to Cover Desk...
