Job Title:
Sr. Technical Representative, Global Service Desk (TCF)
Job Description
The FTE for Global Service Desk is responsible for simple to moderate internal user requests related to technical assistance over the phone or email, as the first point of contact. This position assists staff with technical support of desktop computers, applications, and related technology. The position’s responsibilities require independent analyses, communication, and problem-solving. The Technician is responsible for resolving support requests as well as meeting customer satisfaction and continuous service delivery demands.
- To assist all our users with any logged IT-related incident when called upon.
- To diagnose and resolve system and application-related incidents, including operating systems (Windows) and across a range of software applications.
- To accurately record, timely update, and document tickets with relevant and detailed information.
- To maintain a first-class level of customer service ensuring that all customers are treated efficiently and appropriately
- Assist with the resolution of problems related to system or application issues, including OS, MS Office, and other supported applications.
- Perform daily incident management including ticket assignment, troubleshooting, resolution, and closure.
- Conduct all job tasks, duties, and interactions with professionalism, respect, a positive attitude, and following company compliance policies.
- Consistently support and demonstrate the company's mission and values.
- Assist users in simplifying everyday computer-related tasks and other shortcuts for various repetitive tasks.
- Execute resolutions to problems and follow standard practices.
- Combine technical expertise with customer service to work towards a resolution.
- Work closely with the rest of the support team members to resolve issues quickly and efficiently.
- Maintain a high level of customer satisfaction and quality support to end-users.
- Min 1 - 3 years of experience in similar roles
- Associate's degree or equivalent from a 3-year college or technical school or equivalent experience and/or training.
- Certification or courses or Degrees in computer Knowledge like BCA/MCA/B.tech or Diploma courses in Computer Science or likewise.
Location:
BRA Sao Paulo - Rua Achilles
Language Requirements:
Time Type:
Full time
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