Service Desk User Support Specialist I

hace 1 semana

San José, San José, Costa Rica Midland Credit Management, Inc. A tiempo completo

**About Us**

We are more than a specialty finance company providing debt recovery solutions for consumers.
We are a global team of over 4,000 employees whose daily mission is to empower consumers to begin their path towards financial recovery and build a better life for themselves and their families.
We know that the only way to support this mission is by hiring exceptional people who bring a diversity of ideas, a collaborative spirit, and a passion for attaining breakthrough results.
If you are results-driven, have a passion for helping others, and thrive in an innovative environment, this might be the right place for you
**Description**:
The Level I Service Desk Technician's role is to ensure proper computer operation so that end users can accomplish business tasks.
This includes receiving, prioritizing, documenting, and actively resolving end-user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations.
Problem resolution may involve the use of diagnostic and help request tracking tools, as well as requiring that the individual give in-person, hands-on help at the desktop level.
**Responsibilities**:
**Strategy & Planning**
- Alert management to emerging trends in incidents.
- Produce audit artifacts as a control performer which demonstrates the patch program results and compliance with the stated policies

**Acquisition & Deployment**
- Deploy pre-packaged software using distribution tools and processes as requested by end users.
**Operational Management**
- Build rapport and elicit problem details from service desk customers.
- Prioritize incidents and service requests according to defined processes to meet defined SLAs.
- Escalate incidents with accurate documentation to suitable technician, when required.
- Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
- Use remote tools and diagnostic utilities to aid in troubleshooting.
- Research solutions through internal and external knowledgebase as needed.
- Identify and learn appropriate software and hardware used and supported by the organization.
- Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.
- Install antivirus software and ensure virus definitions are up to date.
- Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
- Test fixes to ensure an incident has been adequately resolved.
- Develop help sheets and FAQ lists for end users.
- Contribute to technician knowledgebase as needed
- Reinforce SLAs to manage end-user expectations.
- Provide suggestions for continual improvement.
**Position Requirements**:
**Formal Education & Certification**
- College diploma or university degree in the field of computer science and/or 2 years equivalent work experience.
- Certifications in CompTIA A+, HDI & ITIL preferred.
**Knowledge & Experience**
- Knowledge of basic computer hardware, including HP Laptops, Logitech peripherals, Avaya phone systems and other key systems.
- Experience with desktop and server operating systems, including RDP protocols, data delivery layers, call center technologies.
- Working knowledge of a range of diagnostic utilities, including Bomgar remote support, HP support portal,
- Familiarity with the fundamental principles of ITIL.
- Familiarity with process and procedures of HDI basics.
- Exceptional written and oral communication skills.
- Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills.
- Strong documentation skills.
- Fluent English language skills.
- Spanish language skills a plus.
**Personal Attributes**
- Ability to conduct research into a wide range of computing issues as required.
- Ability to absorb and retain information quickly.
- Ability to present ideas in user-friendly language.
- Highly self-motivated and directed.
- Keen attention to detail.
- Proven analytical and problem-solving abilities.
- Ability to effectively prioritize and execute tasks in a high-pressure environment.
- Exceptional customer service orientation.
- Experience working in a team-oriented, collaborative environment.
**What We Offer**

We understand the important balance between work and life, fun and professionalism, and corporation verse community.
We strive to support your career aspirations and provide the benefits you need to live a more fulfilling life.
Our compensation and benefits programs were created with an 'Employee-First Approach' focused on supporting, developing, and recognizing YOU.
We offer a wide array of wellness and mental health initiatives, support volunteerism, and environmental efforts, encourage employee education through leadership training, skill-building, and tuition reimbursements, and always strive to provide

  • Service Desk User Support Specialist I

    hace 2 semanas

    San José, San José, Costa Rica Midland Credit Management, Inc. A tiempo completo

    **About Us**We are more than a specialty finance company providing debt recovery solutions for consumers.We are a global team of over 4,000 employees whose daily mission is to empower consumers to begin their path towards financial recovery and build a better life for themselves and their families.We know that the only way to support this mission is by...

  • Help Desk Support Specialist

    hace 6 días

    San José, San José, Costa Rica Wipro Limited A tiempo completo

    **Job Overview**The Help Desk Support Specialist role at Wipro Limited is a crucial position that requires exceptional customer service skills and technical expertise. As the first point of contact for B2B users, this individual will be responsible for troubleshooting end-user issues in line with Wipro's Service Desk objectives.**Key Responsibilities**The...

  • Service Desk User Support Specialist I

    hace 1 semana

    San José, San José, Costa Rica Midland Credit Management, Inc. A tiempo completo

    **About Us**We are more than a specialty finance company providing debt recovery solutions for consumers.We are a global team of over 4,000 employees whose daily mission is to empower consumers to begin their path towards financial recovery and build a better life for themselves and their families.We know that the only way to support this mission is by...

  • Service Desk Analyst

    hace 2 semanas

    San José, San José, Costa Rica Encore Theme A tiempo completo

    San Jose, Costa Rica- 2881825**_Role Purpose_**- The purpose of this role is to the first point of contact for theB2B users who call Wipro Service Desk to troubleshoot appropriate enduser issues in line with Wipro's Service Desk objectives_**_Do_****Be responsible for primary user support and customer service**- Learn fundamental operations of commonly-used...

  • Service Desk Pod Analyst

    hace 4 días

    San José, San José, Costa Rica Emerson A tiempo completo

    **BASIC RESPONSIBILITIES**- Billy and Oracle in a Box.- With understanding on Service Desk procedures, processes and concepts with supervision.- Creates a positive customer support experience through handling concerns in a highly- professional manner.- Create Active Directory account and mailbox using EPIC Tool.- Assist the Project Lead in completing Oracle...

  • It Service Desk Administrator

    hace 4 semanas

    San José, San José, Costa Rica Joby Aero, Inc. A tiempo completo

    Avionyx Overview: Avionyx S.A. is a software engineering services company based in Heredia, Costa Rica, fully owned by Joby Aviation in Santa Cruz, CA.As an AS-9100D company and in business since 1989, Avionyx provides expert, high-quality, full-lifecycle avionics software and hardware engineering services for eVTOL/UAM, rotorcraft and fixed wing aircraft,...

  • It Service Desk Administrator

    hace 3 semanas

    San José, San José, Costa Rica Joby Aero, Inc. A tiempo completo

    Avionyx Overview: Avionyx S.A. is a software engineering services company based in Heredia, Costa Rica, fully owned by Joby Aviation in Santa Cruz, CA.As an AS-9100D company and in business since 1989, Avionyx provides expert, high-quality, full-lifecycle avionics software and hardware engineering services for eVTOL/UAM, rotorcraft and fixed wing aircraft,...

  • Desktop Support I

    hace 3 semanas

    San José, San José, Costa Rica Midland Credit Management, Inc. A tiempo completo

    **About Us**We are more than a specialty finance company providing debt recovery solutions for consumers.We are a global team of over 4,000 employees whose daily mission is to empower consumers to begin their path towards financial recovery and build a better life for themselves and their families.We know that the only way to support this mission is by...

  • Global Service Desk 2023

    hace 1 semana

    San José, San José, Costa Rica Object Technology Solution A tiempo completo

    **About us**:OTSI is a leading global technology company offering solutions, consulting, and managed services for businesses worldwide since 1999.OTSI serves clients from its 15 offices across 6 countries around the globe with a "Follow-the-Sun" model.Headquartered in Overland Park, Kansas, we have a strong presence in North America, Central America, and...

  • Help Desk Specialist

    hace 5 días

    San José, San José, Costa Rica Quattris Global Ltd A tiempo completo

    Job Type: TemporaryDuration: 1 dayWe are seeking a skilled Help Desk Specialist to provide technical support for our clients. As a Help Desk Specialist, you will be responsible for resolving customer issues in a timely and professional manner.The ideal candidate will have excellent communication skills, both written and verbal, and be able to work...

  • It Service Desk Engineer

    hace 2 semanas

    San José, San José, Costa Rica Joby Aero, Inc. A tiempo completo

    Avionyx Overview: IT Service Desk Engineer Job Overview:An IT Site Admin would operate on premise at a Joby worksite providing Tier 2/3 support for network, server, storage, conference media, telephony, and R&D compute systems.Operating in conjunction with the IT Network and IT Infrastructure teams as on-site resources to troubleshoot, implement, and deploy...

  • It Support Assoc I

    hace 2 semanas

    San José, San José, Costa Rica Amzn Support Srvcs Costa Rica A tiempo completo

    Basic Qualifications6+ months of experience in IT help-desk or desk-side environment.Advanced written and spoken English and Spanish level.High School diplomaExperience in Windows, Mac OS environmentsProven ability to communicate with technical and non-technical staff.Job summaryExternal Job DescriptionAmazon's IT Support is the first point of contact for...

  • Devcloud It Service Desk Specialist

    hace 4 semanas

    San José, San José, Costa Rica Intel A tiempo completo

    Dev Cloud IT Service Desk Specialist monitors team performance of inbound alerts and ticket queues to ensure service targets and goals are met on a day to day basis.Prepares team performance reports and presents in Weekly or Monthly Operation Review Meeting with Level 1 and 3 groups.Helps newly hired employees to successfully integrate to their analyst...

  • It Support Specialist

    hace 2 semanas

    San José, San José, Costa Rica Gensler A tiempo completo

    Your RoleThe IT Support Specialist is responsible for Office 365 and SharePoint administration in general, providing End-user support and training for hardware and software.Ensuring the operational health of the SharePoint online environment including security, availability, performance, interoperability, and reliability.Responsible for the...

  • Associate- Service Desk Specialist

    hace 4 semanas

    San José, San José, Costa Rica Midland Credit Management, Inc. A tiempo completo

    **About Us**We are more than a specialty finance company providing debt recovery solutions for consumers.We are a global team of over 4,000 employees whose daily mission is to empower consumers to begin their path towards financial recovery and build a better life for themselves and their families.We know that the only way to support this mission is by...

  • It Support Specialist

    hace 3 semanas

    San José, San José, Costa Rica Gensler A tiempo completo

    Your RoleSupport Specialists provide first-line response to end user incidents received via service desk requests and office operational requirements.Support Specialists are generally focused on the day-to-day support of the region but must continually collaborate and communicate with the larger distributed team of support staff across the globe.The success...

  • It Support Specialist

    hace 2 semanas

    San José, San José, Costa Rica Gensler A tiempo completo

    Your RoleSupport Specialists provide first-line response to end user incidents received via service desk requests and office operational requirements.Support Specialists are generally focused on the day-to-day support of the region but must continually collaborate and communicate with the larger distributed team of support staff across the globe.The success...

  • It Support Specialist

    hace 2 semanas

    San José, San José, Costa Rica Gensler A tiempo completo

    Your RoleAs an IT Specialist - System Administrator you will be responsible for the maintenance, configuration, and reliable operation of computer systems and servers.You will install hardware/software and participate in research and development to continuously improve and keep up with the IT business needs of their organization.You will also actively...

  • Trilingual Service Desk

    hace 2 semanas

    San José, San José, Costa Rica Wipro Limited A tiempo completo

    San Jose, Costa Rica- Tech Hiring- 3058121**Job Description**:- A PROUD HISTORY OF OVER 75 YEARS- FY22 REVENUE 10.4 BN USD- WE'RE PRESENT IN 66 COUNTRIES- OVER 1,400 ACTIVE GLOBAL CLIENTS**Requirements**:- IT Service Desk experience 1 year- Advanced Portuguese B2+- Good English communication skills written and oral.- Excellent troubleshooting skills...

  • Technical Service Desk Analyst

    hace 7 días

    San José, San José, Costa Rica Wipro Limited A tiempo completo

    Job Description:We have an open position for a Technical Service Desk Analyst at Wipro Limited.About the Role:Provide technical support to customers via phone, email, or chatTroubleshoot and resolve technical issues related to software and hardwareLog and track tickets using ServiceNowCollaborate with internal teams to resolve complex issuesDevelop and...