Service Desk Agent Level 1

hace 2 semanas

San Francisco, Heredia, Costa Rica Fujitsu A tiempo completo

Desired Core Skills

Professional Competencies

  • Basic Service and English Knowledge.
  • Customer Relationship – able to establish quick working relationships/empathy with customers.
  • Communication – listening, ability to communicate clearly with customers, colleagues and managers.
  • Problem Solving – understands and resolves basic problems.
  • Team Working – team player.
  • Technical knowledge (e.g. Microsoft Office, PCs basic networking).
  • Understanding of business continuity processes.
  • Interpersonal skills crucial for working in a customer service center such as: excellent communication skills, readiness to work flexible hours, customer orientation, teamwork, sense of urgency, optimism and enthusiasm

Key Accountabilities

  • 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.

Requisition ID : 24279


  • Service Desk Agent Level 1

    hace 2 semanas

    San Francisco, Heredia, Costa Rica Fujitsu A tiempo completo

    Desired Core Skills Professional Competencies Basic Service and English Knowledge. Customer Relationship – able to establish quick working relationships/empathy with customers. Communication – listening, ability to communicate clearly with customers, colleagues and managers. Problem Solving – understands and resolves basic problems. Team...

  • Service Desk Level 1

    hace 2 semanas

    San Francisco, 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 Request Queue...

  • Service Desk Analyst

    hace 2 semanas

    San Francisco, Heredia, Costa Rica Manpowergroup CCA A tiempo completo

    Description of Responsibilities: Addresses complex or advanced incidents referred by Service Desk Analysts, which may include detailed research, collaboration with support team leaderships, and using remote desktop access for troubleshooting. Reassigns tickets as appropriate to the next level support team(s). Creates a positive customer support experience...

  • Service Desk

    hace 2 semanas

    San Francisco, 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, SCCM, Azure,...

  • Junior Service Desk Analyst

    hace 2 semanas

    San Francisco, Heredia, Costa Rica Manpowergroup CCA A tiempo completo

    Brief description: Serve as the first contact point within the Service Desk offering level 0 and level 1 support to Sysco associates and internal customers via phone calls, live chat support and manage non-critical single user escalation requests.Description of Responsibilities:Addresses and resolves reported non-major incidents and requests; logs all...

  • Customer Service Agent 1 for Travel

    hace 2 semanas

    San Francisco, Heredia, Costa Rica Bosch Group A tiempo completo

    Company Description Bosch Service Solutions is a leading global supplier of Business Process Outsourcing for complex business processes and services. Using the latest technology and the Internet of Things, the Bosch division develops integrated and innovative service solutions in the areas of Mobility, Monitoring, and Customer Experience. Around 9,000...

  • Service Desk Analyst

    hace 2 semanas

    San Francisco, 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 process:...

  • Onsite IT Service Desk Support

    hace 2 semanas

    San Francisco, 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 Quality Management Analyst

    hace 2 semanas

    San Francisco, Heredia, Costa Rica Manpowergroup CCA A tiempo completo

    of Responsibilities Execute formal quality assurance processes, ensuring the service desk team is meeting standards of quality while supporting the unique business needs Oversee daily operations of quality assurance including auditing phone calls and tickets, tracking and reporting results, and making recommendations for improvement to service desk team...

  • ServiceDesk Agent

    hace 4 semanas

    San Francisco, Heredia, Costa Rica Fujitsu A tiempo completo

    Role titleSERVICE DESK AGENTPurposeTo provide a single point of contact for users, dealing with the management of both routine and non- routine Incidents, Problems and requests. Provision of 1st line support for incidents.Education High School Diploma or 2 years of proven experience as Customer Service or Tech Support RepresentativeExperienceProficiency in...

  • ServiceDesk Agent

    hace 2 semanas

    San Francisco, Heredia, Costa Rica Fujitsu A tiempo completo

    Role Title: SERVICE DESK AGENTPurpose: Providing a central point of contact for users, managing routine and non-routine incidents, problems, and requests, while offering first-line support.Requirements:High School Diploma or 2 years of experience in Customer Service or Tech SupportProficiency in a specific foreign languageKnowledge of various software and...

  • Service Desk Trainer

    hace 2 semanas

    San Francisco, 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 2 semanas

    San Francisco, 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 standards.What this job...

  • Technical Support Level 1 Agent for Video Department

    hace 2 semanas

    San Francisco, Heredia, Costa Rica Bosch Group A tiempo completo

    Company DescriptionCompany Description Bosch Service Solutions is a leading global supplier of Business Process Outsourcing for complex business processes and services. Using the latest technology and the Internet of Things, the Bosch division develops integrated and innovative service solutions in the areas of Mobility, Monitoring, and Customer Experience....

  • technical support level 1 agent for video department

    hace 2 semanas

    San Francisco, Heredia, Costa Rica Bosch Group A tiempo completo

    Job DescriptionPosition SummaryEnsure solution driven technical support by using troubleshooting methods such as verifying physical layer issues, resolving username and password problems, uninstalling/reinstalling basic software applications, verification of proper hardware and software set up, and assistance with navigating around application menus.General...

  • HRss Tier 1 Support

    hace 2 semanas

    San Francisco, Heredia, Costa Rica Citi A tiempo completo

    The Ops Sup Analyst 1 is an entry-level position responsible for providing operations support services, including but not limited to; customer support to employees and managers on HR related topics: total rewards, compensation, benefits, learning, HR systems direct access, etc.Additionally, the Ops Sup Analyst 1 processes inquiries employees and managers...

  • Automotive Aftermarket Level 1 Tech Support Agent

    hace 2 semanas

    San Francisco, Heredia, Costa Rica Bosch Group A tiempo completo

    Company Description Bosch Service Solutions is a leading global supplier of Business Process Outsourcing for complex business processes and services. Using the latest technology and the Internet of Things, the Bosch division develops integrated and innovative service solutions in the areas of Mobility, Monitoring, and Customer Experience. Around 9,000...

  • Automotive Aftermarket Level 1 Support Level

    hace 2 semanas

    San Francisco, Heredia, Costa Rica Bosch Group A tiempo completo

    Company Description Bosch Service Solutions is a leading global supplier of Business Process Outsourcing for complex business processes and services. Using the latest technology and the Internet of Things, the Bosch division develops integrated and innovative service solutions in the areas of Mobility, Monitoring, and Customer Experience. Around 9,000...

  • Jr. Level 1 Network Technician

    hace 2 semanas

    San Francisco, Heredia, Costa Rica Citi A tiempo completo

    As a bank with a brain and a soul, Citi creates economic value that is systemically responsible and, in our clients', best interests. As a financial institution that touches every region of the world and every sector that shapes your daily life, our Enterprise Operations & Technology teams are charged with a mission that rivals any large tech company. Our...

  • Customer Service Agent

    hace 2 semanas

    San Francisco, Heredia, Costa Rica Auxis A tiempo completo

    Job Summary:The Customer Service Agent will provide professional business and customer service support, both individually and as part of a project team, with a focus on assisting Auxis managed services and customer service clients to ensure high levels of customer satisfaction and productivity.Responsibilities: Confer with customers by telephone in order to...