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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