Service Desk Agent

hace 2 meses

Heredia, Costa Rica Fujitsu A tiempo completo

  • Service Level

  • Is familiar with the key components of the service(s) being supported.

  • Provides a single point of contact for all users of the service.

  • Ensures that a continuously high level of customer satisfaction is achieved.

  • Receives calls at the Service Desk and undertakes dialogue with the user, ensuring standard Service Desk scripts are followed.

  • Ensures that contingency plans are understood and followed in the event that the Service Desk tool is unavailable.

  • Provides users with status reports on existing Incidents, ensuring the Incident record is updated accordingly.

  • Identifies new requests that are not Incidents and manage them appropriately:

  • If the request is a Change Request (RFC), initiate the Change Management process

  • If the request is a Service Request(RfS), initiate the Standard Change / Service Request process

  • Monitors auto-generated incidents from event / alert monitoring, ensuring that they are correctly prioritized and action taken accordingly.

  • Contacts Resolver groups to progress Incident, Problem and Change chases initiated by the user.

  • Reviews resolution details and take responsibility for closure of all Incidents:

  • Contacts the user for agreement to close, ensuring the ‘3 strikes and out’ policy is employed.

  • Checks the Incident classification and reset as necessary

  • Enters Incident closure details, and mark the Incident as closed, ensuring appropriate closure codes are used.

  • Raises Incidents to address unsuccessful Service Requests.

  • Understands and operates escalation procedures - escalates and progresses incidents as required whilst keeping the user informed.

  • Data Handling

  • Records Incidents/Changes/Service Requests within the Incident Management tool and assigns to the appropriate Resolver.

  • Ensures new Incident records are opened for all ‘legitimate’ Incidents.

  • Ensures that users do not have multiple Incident records open for the same issue.

  • Ensures correct contact details are recorded on all Incidents.

  • Captures accurate descriptions of all new Incidents/Changes/Service Requests, classifies them correctly and applies the appropriate classification codes.

  • Where an Incident has been generated by a third party or other Service Desk, ensures the external reference number has been captured.

  • Ensures Incidents which are chargeable or out of scope are flagged as such.

  • Identifies Incidents that require management through additional processes:

  • If the Incident is a Major Incident, set the MI flag and initiate the MI process

  • If the Incident is a complaint, initiate the Complaints process

  • Reviews and links Incidents to MI records or ‘parent’ Incidents as necessary, ensuring that the user is made aware of the MI / parent reference number and the Incident logs are updated accordingly.

  • Identifies any resolved Incidents which are potential candidates for the Knowledge Base and ensures the Incident record is flagged accordingly.

  • Ensures Incident records are kept up to date throughout the life of the Incident, additional information is documented as it becomes available, and progress updates/user chases and other actions are taken towards resolution.

  • Ensures that Incidents which are resolved without leaving the Service Desk are flagged as being a ‘First Time Fix’.

  • Receives successfully completed Incidents/Changes/Service Requests and closes the record accordingly.

  • Executes required tracking of knowledge base usage and opportunities (voting and rating as required) as well as Sense and Respond activities/actions.

  • Technical Capability

  • Ensures accurate priority values are generated for all Incidents by selecting the correct number of users affected by the Incident, and ascertaining the urgency of the Incident through dialogue with the user.

  • Performs initial investigation and analysis on all new Incidents.

  • Searches for Known Errors within the Knowledge Base and implements a solution where possible.

  • Uses existing skills and knowledge to provide a resolution.

  • Passes unresolved Incident records to Resolver groups or 3rd Party for further investigation and resolution.

  • Checks auto-assignment of Resolver, amend as necessary and transfer Incident.

  • If no auto-assignment, identifies Resolver and transfers Incident.

  • If no appropriate Resolver can be identified, refers Incident to Service Desk Expert; if 2nd line cannot assist, refers Incident to Service Desk Team Manager for assignment.

  • Where the user does not agree to closure, progresses Incidents to the ITIL Process Controller.

Context

  • Significant time spent dealing with customer on the phone

  • Must be able to interface internally and externally

  • Works as part of a team and contributes to team targets

  • Expected to be flexible in covering shifts

  • Typical career path will be to Service Desk Expert or ITIL Process Controller. .

Key Performance Indicators

  • Handle phone calls, emails and other portal interaction tools with agreed SLA

  • Perform all duties in accordance to required quality

  • Participate in knowledge capture processes

  • Correct use of escalation to Service Desk Expert as per desk procedures

  • Understand and follow the content and expectation of the security policies.

  • Knowledge and understanding of the IMS.

This job description is intended to describe the general responsibilities and type of work being performed by people assigned to this position. The major job functions/components above are the typical functions of the job and are not an exhaustive or comprehensive list of all possible job responsibilities, tasks and duties. Personnel and vendors assigned in this position should be aware that the responsibilities, tasks, and duties of the jobholder may differ from those outlined in this job description and various other duties may be assigned as needed.

FUJITSU strives to provide equal employment opportunities, and we´re committed to treat our candidates without discrimination based on race, religion, creed, gender, social status, physical or mental disability, sexual orientation and/or any other category that is unrelated to the legitimate interests of FUJITSU.

Requisition ID : 26047

  • Service Desk Agent

    hace 2 meses

    Heredia, Costa Rica Fujitsu A tiempo completo

    Service Level Is familiar with the key components of the service(s) being supported. Provides a single point of contact for all users of the service. Ensures that a continuously high level of customer satisfaction is achieved. Receives calls at the Service Desk and undertakes dialogue with the user, ensuring standard Service Desk scripts are followed....

  • Service Desk Team Leader

    hace 5 meses

    Heredia, Costa Rica Kyndryl Costa Rica, Sociedad de Responsabilidad Limitada A tiempo completo

    **Why Kyndryl** Kyndryl is a market leader that thinks and acts like a start-up. We design, build, manage, and modernize the mission-critical technology systems that the world depends on every day. So why work at Kyndryl? We are always moving forward - always pushing ourselves to go further in our efforts to build a more equitable, inclusive world for our...

  • Service Desk Analyst

    hace 5 meses

    Heredia, Costa Rica Auxis A tiempo completo

    Job Summary: The Service Desk Analyst L1 is the first point of contact for the users who call our IT Service Desk while providing the highest level of customer service. In a senior position, the analyst is expected to work according to his expertise with different accounts, demonstrating all his knowledge. **Responsibilities**: - **Responsibilities of the...

  • Onsite IT Service Desk Support

    hace 5 meses

    Heredia, Costa Rica GRUPO STT A tiempo completo

    Service Desk-IT Support, quién realizará las siguientes funciones: Experiência y excelentes habilidades de resolución de problemas de hardware y software. Comprensión del sistema operativo Windows. Experiência trabajando con ServiceNow para registrar, rastrear y cerrar tickets. Experiência en la resolución de problemas de TI por teléfono/correo...

  • Service Desk

    hace 4 meses

    Heredia, Costa Rica Infotree Global Solutions A tiempo completo

    6+ months of Help Desk/Service Desk Support (or 1 year of call center experience) - 6 months of Desktop Support w/increasing responsibilities - 6 months of Knowledge Management - 6 months of ServiceNow (or equivalent ITIL Incident tracking - Basic troubleshooting and repair of on premise and cloud based Microsoft products including MS Office 2016, O365,...

  • Service Desk Level 1

    hace 5 meses

    Heredia, Costa Rica Auxis A tiempo completo

    Job Summary: The Service Desk Analyst L1 is the first point of contact for the users who call our IT Service Desk while providing the highest level of customer service. In a senior position, the analyst is expected to work according to his expertise with different accounts, demonstrating all his knowledge. **Responsibilities**: - Perform Incident and...

  • Service Desk Trainer

    hace 4 meses

    Heredia, Costa Rica Auxis A tiempo completo

    Job Summary: The Service Desk Trainer/QA will be responsible for the 2 main areas of the Center of Excellence, quality Assurance and the Training Process. This person will be responsible for the evaluation, creation, and preparation of all training needs such as New Hire Training, Refresh sessions to improve employees’ performance, employee feedback,...

  • Senior Help Desk Agent

    hace 5 meses

    Heredia, Costa Rica JLL A tiempo completo

    **JLL supports the Whole You, personally and professionally.** We are currently seeking a Sr. Helpdesk Agent to join our JLL team supporting our client, Amazon’s Global Real Estate & Facilities. Helpdesk Agents provide customer service and assist with facilities ticket management activities, overseeing compliance with assigned service level...

  • Help Desk Team Lead

    hace 5 meses

    Heredia, Costa Rica Experian A tiempo completo

    Full-time Employee Status: Regular Role Type: Hybrid Department: Information Technology & Systems Schedule: Full Time **Company Description**: Ready to make a difference? Experian has evolved into a global tech company and leader in data and analytics. We’re passionate about unlocking the power of data in order to transform lives and create...

  • Help Desk Team Lead

    hace 5 meses

    Heredia, Costa Rica Experian A tiempo completo

    **Company Description** Ready to make a difference? Experian has evolved into a global tech company and leader in data and analytics. We’re passionate about unlocking the power of data in order to transform lives and create opportunities for consumers, businesses and society. We’re a constituent of the FTSE 30 and for more than 125 years we’ve helped...

  • Real Time Analyst

    hace 5 meses

    Heredia, Costa Rica Kyndryl Costa Rica, Sociedad de Responsabilidad Limitada A tiempo completo

    **Why Kyndryl** Kyndryl is a market leader that thinks and acts like a start-up. We design, build, manage, and modernize the mission-critical technology systems that the world depends on every day. So why work at Kyndryl? We are always moving forward - always pushing ourselves to go further in our efforts to build a more equitable, inclusive world for our...

  • Service Desk Technician

    hace 4 meses

    Heredia, Costa Rica Experian A tiempo completo

    **Company Description** Ready to make a difference? Experian has evolved into a global tech company and leader in data and analytics. We’re passionate about unlocking the power of data in order to transform lives and create opportunities for consumers, businesses and society. We’re a constituent of the FTSE 30 and for more than 125 years we’ve helped...

  • Service Desk Technician

    hace 5 meses

    Heredia, Costa Rica Experian A tiempo completo

    Full-time Employee Status: Regular Role Type: Hybrid Department: Information Technology & Systems Schedule: Full Time **Company Description**: Ready to make a difference? Experian has evolved into a global tech company and leader in data and analytics. We’re passionate about unlocking the power of data in order to transform lives and create...

  • Service Desk Technician

    hace 4 meses

    Heredia, Costa Rica Experian A tiempo completo

    **Company Description** Ready to make a difference? Experian has evolved into a global tech company and leader in data and analytics. We’re passionate about unlocking the power of data in order to transform lives and create opportunities for consumers, businesses and society. We’re a constituent of the FTSE 30 and for more than 125 years we’ve helped...

  • Customer Service Representatives

    hace 2 semanas

    El Cafetal. Heredia, Costa Rica Infotree Global Solutions A tiempo completo

    Infotree Global Solutions is seeking a skilled Call Center Agent to join our team. As a Call Center Agent, you will be responsible for providing exceptional customer service to our clients. Your primary duties will include: \u2022 Recognizing customer needs and making recommendations \u2022 Listening and responding to customers' needs and concerns \u2022...

  • Retail Agent

    hace 5 meses

    Heredia, Costa Rica CSS Corp A tiempo completo

    **Job Title**: Retail Agent **Work Location**: Ultra Lag, Lagunilla, Heredia. **Experience**: More than 6 months Call Center Experience. **Education Qualification**: High School Diploma **Roles and Responsibilities**: - 20%- Answers inbound phone calls from customers, quickly assesses customer needs and proactively provides solutions with a high degree of...

  • Mce Service Desk Technician Ii

    hace 4 meses

    Heredia, Costa Rica Experian A tiempo completo

    Company Description **About us, but we’ll be brief**: Experian is the world’s leading global information services company. During life’s big moments - from buying a home or a car, to sending a child to college, to growing a business by connecting with new customers - we empower consumers and our clients to manage their data with confidence. We help...

  • Travel Agent

    hace 5 meses

    Heredia, Costa Rica BCD Travel Corporate A tiempo completo

    **Bring your passion and energy to our growing team. We're hiring!** **Travel Agent** - Full time, Costa Rica_ - Dedicated Account_ As a Travel Consultant, you are the face of our company. You'll communicate and respond to request for current and new clients, helping them travel smart and achieve more. Do you communicate effortlessly and have customer...

  • Travel Agent

    hace 4 meses

    Heredia, Costa Rica BCD Travel Corporate A tiempo completo

    **Bring your passion and energy to our growing team. We're hiring!** **Travel Agent** - Full time, Costa Rica_ As a Travel Consultant, you are the face of our company. You'll communicate and respond to request for current and new clients, helping them travel smart and achieve more. Do you communicate effortlessly and have customer service at heart? - Read...

  • Travel Agent

    hace 5 meses

    Heredia, Costa Rica BCD Travel Corporate A tiempo completo

    **Bring your passion and energy to our growing team. We're hiring!** **Travel Agent** - Full time, Costa Rica_ As a Travel Consultant, you are the face of our company. You'll communicate and respond to request for current and new clients, helping them travel smart and achieve more. Do you communicate effortlessly and have customer service at heart? - Read...