Service Desk Specialist

hace 4 semanas

Colonia, México Civix A tiempo completo

The Service Desk Specialist reports directly to the Service Desk Manager of the Business Unit and is responsible for key customer support functions specific to the designated Critical Infrastructure, assigned product channel.**Responsibilities**:- **_Primary Point of Contact for Critical Infrastructure’s Customer Requests_**:- Highly accessible for customers during established business hoursProvide exceptional customer service (ownership of service request)- Accurately log all service requests within case/incident management solution, including classification of incident v. problem- **_Provide Tier 1 Technical Support_**:- Actively identify, assess, record, resolve and/or escalate incidents and service requests, ensuring they are handled within an agreed time limit- Product user account management- “How to” training- Escalation to Tier 2 or Tier 3- Proactively follow-up of all requests submitted from start to successful resolution- Contribute to case management system’s Knowledgebase- Assist Product Team with user documentation and training videos- Assists in the creation and ongoing maintenance of Service Desk Standard Operating Procedures- **_Support customer success initiatives_**:- On-boarding customers- Project support tasks- Customer database upkeep- Monitor change and release management activities- Assist with messaging and notifications to customers- Prepare various service desk-related reports and communicate the same to management and relevant support teams**Qualifications**:- Bachelor’s Degree in business management, technology, or related field- Microsoft Certified Professional (MCP) and Microsoft Certified Systems Engineer (MCSE) is a plus- Two years working experience on a Service Desk, within a call-center, or similar position- Any equivalent combination of education and/or experience may be substituted for the aboveHigh energy, results driven with a demonstrated ability to follow direction- Strong analytical and creative problem-solving skills with an attention for detail- Self-motivated and results-oriented with a strong intuition, integrity, and credibility- Excellent writing and presentation skills with a strong ability to communicate effectively and persuasively to internal and external stakeholders- Excellent writing, verbal, and presentation skills with a strong ability to communicate effectively and persuasively to internal and external stakeholders- A good listener. Patient and calm.- Polite and empathetic, with a strong desire to help customers.- Critical thinking and problem-solving abilities.- Good Judgement- Organized, with documentation skills.- Quick learner with a keen eye for detailAbility to multitask while maintaining focus for long periods

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