Service Desk L1 Support
- San José
- Permanente
- Tiempo completo
- Provides level 1 technical support to users for moderately complex computer-related technical problems.
- Troubleshooting Hardware / Networking/ Operating systems/Applications and other related technical queries/issues.
- Logs and tracks inquiries using an incident management database and maintains history records and related incident documentation.
- Provide remote support to customer issues using probing and technical skills.
Also, explain the solution to the user in a way that non-technical users understand
- Good customer handling skills
- Flexible to work in different shifts;
- **_ Responsibilities _**
- Answer contacts promptly and professionally
- Log/Validate all contacts to the CRM, including all relevant and required information
- Resolve a high percentage of customer problems using the relevant tools and systems
- Complete follow-on actions as appropriate
- Invoke ticket Elevation/Escalation Procedures within defined time frames
- Adhere to Policies & Procedures (compliance)
- Work to achieve individual and team goals
- Protect confidential and sensitive information and materials
- Accomplish other duties as required
- Knowledge of Microsoft Office
- Multi-task and prioritize
- Manage commitments to the Customer, Manager, Supervisors, and Support Staff
- Working in shifts as per requirements
- **_ Technical Skills required_**
- Graduate in any stream **preferably** Engineering
- 1 year of experience in similar roles
- Advanced English Level
- ** Willing to work on-site and rotative shifts**.
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