- Respond to requests from users by means of official contact.
- Analyze incidents and / or problems presented by users.
- Resolve incidents reported by users.
- Channel incidents and / or problems to the necessary areas of the group's systems and / or business.
- Documenting the case based on standards help desk to provide transparency to the collection, audit process and monitoring it.
- Sort the incidence according to the defined categorizations help desk.
- Provide quality service based on ITIL best practices.
- Guarantee defined service levels.
- Meet and align with the changes that occur in business processes.
- Align the care process incidents and problems (ISO20000), with a sense of urgency solving operational issues.
- Punctual registration of your activities carried out daily in the system defined by IT.
- Share your technical knowledge to the other team members.
- Support the induction of the area to new team members.
- Attend and pass assigned trainings.
- Apply the knowledge gained in training for assigned projects.
- Sticking to the policy of the Home Office to 100% when applied.
- Plan vacations in advance to avoid impacts on the delivery of projects in a timely manner.
- Be involved in the development, achievement of objectives and behaviors set out in the high-performance model.
- Schooling Lic. In Computer Systems or Computing (Titled)
- Minimum 2 years experience in similar position.
Abilities.
- SQL Server Basic
- Basic programming knowledge
- Desirable knowledge at Remedy
- Technical support to users
- Customer service via phone, chat, etc.
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