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Global Service Desk 2023
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**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 Asia-Pacific with a Global Delivery Center based in India. These strategic locations offer our customers the competitive advantages of onshore, nearshore, and offshore engagement and delivery options, with 24/7 support. OTSI works with 100+ enterprise customers, of which many are Fortune ranked, OTSI focuses on industry segments such as Banking, Financial Services & Insurance, Healthcare & Life Sciences, Energy & Utilities, Communications & Media Entertainment, Engineering & Telecom, Retail & Consumer Services, Hi-tech, Manufacturing, Engineering, transport logistics, Government, Defense & PSUs.
Our focused technologies are:
- Data & Analytics (Traditional EDW, BI, Big data, Data Engineering, Data Management, Data Modernization, Data Insights)
- Digital Transformation (Cloud Computing, Mobility, Micro Services, RPA, DevOps)
- QA & Automation (Manual Testing, Nonfunctional testing, Test Automation, Digital Testing)
- Enterprise Applications (SAP, Java Full stack, Microsoft, Custom Development)
- Disruptive Technologies (Edge Computing/IOT, Block Chain, AR/VR, Biometric)
- Identify hardware and software needs of each user’s computers and take measures to meet those needs.
- Aid in customizing and adapting existing programs on a computer system to meet the needs of the users.
- Troubleshoot problems with hardware and software on tier 1.
- Provide users with network access according to instructions provided by management.
- Reinforce SLAs to manage end-user expectations.
- Handle computer security breaches by following standardized procedures.
- Monitor the Service Desk queue and keep it aligned with the SLA.
- Assist customers and users with their hardware issues over the telephone, face to face
- Train users to handle information technology equipment by providing precise instructions
- Provide training to users in the event of a new technology module.
- Provide new users with orientation of existing technology and respond to questions from
- Follow standard and IT procedures & policies.
- Escalate issues and involve experts wherever required to resolve issues as quickly as
possible.
- Ensures that supported customer accurately completes the approved work request with
the date and time of submission.
- The Service Desk Agent must ensure the support team members close out their work
orders properly.
- Perform post-resolution follow ups to help requests.
- Bring traceability to tickets opened by Service Desk tool
**Requirements**:
- Bilingual (English/Spanish)
- Advanced Student on BSc/BA in information technology or equivalent.
- Experience performing enterprise and/or client/server support.
- Experience on ITIL Framework (nice to have).
- Experience on management and Service Desk support (nice to have).Manufacturing Execution Systems.
- Basic understanding of TCP/IP protocols and LAN/WAN, VPN, ADSL basic configuration.
- Knowledge on DHCP, DNS and Web service.
- Ability to troubleshoot and repair issues, root cause analysis and problem solving.
- Strong experience on tier 1 support.
- Knowledge on Collaboration suites and Office packages.
- Strong skills managing critical situations and prioritization.
- High interpersonal skills, with a focus on listening and questioning skills.
- Active Directory experience is a must
**Job Information**:
Job Opening ID
**OTSI_1160_JOB**
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Industry
**Technology**
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City
**San José**
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State/Province
**San José**
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Country
**Costa Rica**
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Zip/Postal Code
**10101
