External Service Desk Analyst Job at Aprio (Medellin)

Service Desk Analyst

The Service Desk Analyst is a vital role within Agilisys and this role will be r...

Location

United Kingdom , Rochdale

Salary:

Not provided

Blenheim Chalcot

Expiration Date

Until further notice

Requirements

Experience of working within a customer service environment, preferably within IT
Good problem-solving aptitude and skills
A positive analytical attitude to support process and performance improvement
Ability to diagnose technical faults quickly and accurately over the telephone, using the remote assistance tools and techniques available
Knowledge of current Microsoft Windows computer operating systems
Knowledge of hardware and systems software installation and support
Knowledge of PC hardware components and peripherals
Knowledge of standard business applications e.g. current Microsoft Office suites, popular web browsers, Microsoft Exchange email clients

Job Responsibility

Work on the ICT Service Desk, accurately recording all calls offered by either phone or email into the Service Management Tool (SMT)
Communicate with user by phone, email and via intranet
Deliver a high standard of customer care, by taking ownership of incidents
Take part in IT service improvement
Provide technically accurate solutions to users and customers
Aim to resolve 75% of incidents at first point of contact (75% first time fix), with or without the aid of remote control software
Maintain the accuracy of the SMT and related databases by updating new user information, relocations etc
Update the Knowledge base by adding articles and supplying new documentation where appropriate
Continuous communication with internal customers to provide updates on incident resolution
Liaise directly with external maintenance suppliers

What we offer

Enhanced Pension Scheme
Health Insurance
Life Assurance
Access to exclusive discounts and offers through the company’s “Perks at Work” scheme
25 days annual leave (with the option to buy more)

New

Service Desk Analyst

The Service Desk Analyst is responsible for supporting the functional and operat...

Location

United States , San Antonio

Salary:

Not provided

CHRISTUS Health

Expiration Date

Until further notice

Requirements

High School Diploma

Job Responsibility

Provides first level hardware and software technical support to include password resets in a professional and timely manner, while ensuring Five-Star Customer Service to both CHRISTUS Health and external customers seeking assistance from the Service Desk through phone calls, emails, or self service tickets
Provides effective Five-Star Customer Service by being polite, courteous, and friendly towards all customers at all times
Acknowledges customers immediately in order to determine need and helps the customer resolve issues or requests
Participates in departmental programs that promote and deliver exceptional customer service
Provides customers with assistance in understanding and making appropriate use of software tools and various applications and equipment such as, but not limited to MEDITECH, Microsoft Office Suite, WYSE/PC terminals, and printers to support end user and/or customer requests
Answers customer questions and concerns regarding system operations and responds proactively in resolving system issues by assessing the extent of problem and escalating the issue to next level support when necessary
Determines higher tiered or second level support group responsible if First Call Resolution does not occur
Adheres to all established Service Desk policies, procedures, and guidelines for processing, escalating, notifying and closing customer calls
Fully documents all associated resolutions and/or actions taken in the ticketing software system, including but not limited to, description of incident, information on the customer and hardware used, troubleshooting methods performed, and actions taken to final resolution and furthermore communicates resolution/escalation to the customer
Manages Support Teams Service Desk dockets to ensure customer SLAs are being adhered to

Fulltime

Customer Care Group Support Analyst

Answers technical calls from customers (company/independently owned stores and e...

Location

United States , Atlanta, Georgia

Salary:

Not provided

Genuine Parts Company

Expiration Date

Until further notice

Requirements

4 years of experience in a help desk/call center
High school diploma or equivalent work experience required
1 year of experience with incident and problem tracking service management software
Experience with SQL commands and database manipulation
Experience with automated call distributor phone systems
Experience with knowledge centered support (KCS) principles
Experience with troubleshooting network related issues (client connectivity)
Experience with Active Directory and Microsoft Office Products – O365 is a plus
Strong customer focus and orientation
Superior telephone, root cause analysis, and issue resolution skills

Job Responsibility

Answers technical calls from customers regarding company software, hardware, and network issues
Troubleshoots issues to find solution and partners with customer to solve issue together
Seeks assistance from Support Analyst II and/or Development team (Swarm) if unable to resolve
Applies fix or work around discovered during “swarming”
Creates new knowledge base articles outlining the fix/work around
Documents software defects and assign Service Now Incident to appropriate development track
Ensures positive customer experience by de-escalating customer issues and concerns
Instructs customers on proper usage of the software and hardware
Acts as customer advocate
Ensures prompt and accurate resolution of customer incidents

What we offer

We offer comprehensive benefit plans and programs designed to support your health and wellness, provide income protection and build financial security for your retirement
We offer a Flexible Work Policy that permits eligible employees to work remotely

IT Service Desk Analyst

The IT Service Desk Analyst will need to be a confident speaker with a proactive...

Location

Portugal , Coimbra

Salary:

Not provided

360 Resourcing Solutions

Expiration Date

Until further notice

Requirements

Knowledge of working to standards/frameworks (ITIL/ISO)
Working knowledge of an ITSM tool
High level of problem solving/troubleshooting skills
Working knowledge of Windows 10
Working knowledge of Microsoft technologies, including Word, Excel and Office 365
Great understanding of customer service and proven experience of providing high levels of customer service
Clear and concise verbal communication, with technical and non-technical conversations
Can articulate technical and non-technical conversations via written media
Able to represent the company and the team professionally and responsibly internally and externally
Professional attitude and will take pride in own work

Job Responsibility

Provide high quality customer focused internal IT support for BCA colleagues
Be responsible for ensuring all IT incidents and requests are logged on our ITSM tool and that all tickets are co-ordinated, monitored, escalated as required and resolved to the customer’s satisfaction, within an ITIL driven environment
Ensure that the ticket quality is of a very high standard
Ensure that there is high availability on the Service Desk for customers to be able to engage with the IT department when they need support in line with agreed KPI’s
Provide a high level of technical expertise to our internal customers when required, ensuring the Service Desk first contact fix rate is in line with agreed KPI’s
Demonstrate a high level of problems solving and troubleshooting skills with each and every ticket you work on, documenting your work within the ticket system
Create and maintain good working relationships between our internal support teams, development and business departments, third party suppliers and customers
Be able to effectively communicate with staff members of all levels – Great listening skills, high level of empathy and writing skills, as well as being able to articulate technical and non-technical terms for successful understanding
Responsible for ensuring correct processes are followed as guided by the Service Desk ISO9001:2015 documentation
Responsible for ensuring that our Asset register is kept up to date in line with department policies

What we offer

Hybrid working
Equal opportunity for the advancement of employees including promotion and training

Fulltime

Service Desk Analyst

Working with a highly skilled technical support team, you will provide a single ...

Location

United Kingdom , Hessle

Salary:

25200.00 GBP / Year

Giacom

Expiration Date

Until further notice

Requirements

Proven experience working in a technical support environment, including telephony-based customer service experience
Technical aptitude across a wide range of software including email, backup, and security
Strong communication skills and ability to engage with people possessing various degrees of technical understanding
Technically minded with strong problem-solving skills
Ability to understand and follow best practice business processes

Job Responsibility

Provide an exceptional customer experience
Providing first class support in a cloud technology environment
Ensure adherence to performance targets (team and individual KPI’s)
Ensure that incidents are dealt with according to customer and priority needs
Ensure all incidents are accurately logged
Take ownership of logged incidents, tracking the progress of all calls and follow-up with the customer to ensure that they are satisfied with the resolution
Follow processes to ensure that a high quality of service is provided to internal and external customers
Build relationships within the service desk team, the IT group, and the wider organisation
Understand the business and its objectives responsibilities (i.e. strategic objectives)
Log all incoming calls to the service desk

What we offer

Investment in your future career with a variety of learning and development opportunities
No dress code
25 days annual leave, plus bank holidays
Birthday off
A pension plan for your future
Complimentary refreshments in all our offices

Fulltime

Deputy Team Lead – L1

Your role as a Deputy Team Lead of PMC’s L1 Service Desk requires you to carry o...

Location

India , Vadodara

Salary:

Not provided

360 Resourcing Solutions

Expiration Date

Until further notice

Requirements

Demonstrable experience working within an I.T. support environment
Experience in a supervisory or line management capacity is highly desirable
Impeccable organisation and time management skills
Attention to detail and accuracy
Excellent customer service and ability to meet and exceed customer needs
Experience of working in a small collaborative team to achieve the team objectives
Excellent working knowledge of Microsoft Office suite (Word, Excel, PowerPoint, Outlook, Skype)
Demonstrable experience of managing a busy workload with competing priorities
Experience of managing administrative tasks within an office environment
Ability to lead, influence and develop self and others

Job Responsibility

Manage the overall desk activities covering the Team Lead when they are not present on the desk
Actively promoting successful delivery measured against KPIs and SLAs by driving day by day, hour by hour activity
Act as an escalation point for all L1 analysts, escalating to the Team Leads/Managers/SDMs when appropriate
Participate in the shift rotas to ensure senior cover on the desk is maximised
Ensuring senior leadership team take ownership of the entire service, including weekends and bank holidays
Drive the implementation of methodologies to improve first call resolution
Assist where required with Service desk reporting on weekly/monthly reports to managers
Early identification of potential risks to not fulfilling contractual obligations facilitating a proactive rather than reactive approach
Report to Team Leads/Managers/SDMs on any issues that could significantly impact the business
Take responsibility for incident management and request fulfilment on the Service Desk by identifying and communicating ‘jobs for the day’

Service Desk Analyst

The Service Desk Analyst is a vital role within Agilisys and this role will be r...

Location

United Kingdom , Rochdale

Salary:

Not provided

Blenheim Chalcot

Expiration Date

Until further notice

Requirements

Experience of working within a customer service environment, preferably within IT
Good problem-solving aptitude and skills
A positive analytical attitude to support process and performance improvement
Ability to diagnose technical faults quickly and accurately over the telephone, using the remote assistance tools and techniques available
Knowledge of current Microsoft Windows computer operating systems
Knowledge of hardware and systems software installation and support
Knowledge of PC hardware components and peripherals
Knowledge of standard business applications e.g. current Microsoft Office suites, popular web browsers, Microsoft Exchange email clients

Job Responsibility

Work on the ICT Service Desk, accurately recording all calls offered by either phone or email into the Service Management Tool (SMT)
Communicate with user by phone, email and via intranet
Deliver a high standard of customer care, by taking ownership of incidents
Take part in IT service improvement
Provide technically accurate solutions to users and customers
Aim to resolve 75% of incidents at first point of contact (75% first time fix), with or without the aid of remote control software
Maintain the accuracy of the SMT and related databases by updating new user information, relocations etc
Update the Knowledgebase by adding articles and supplying new documentation where appropriate
Continuous communication with internal customers to provide updates on incident resolution
Liaise directly with external maintenance suppliers

What we offer

Enhanced Pension Scheme
Health Insurance
Life Assurance
Access to exclusive discounts and offers through the company’s “Perks at Work” scheme
25 days annual leave (with the option to buy more)

New