Service Desk Analyst

EUT Global; São Paulo; Presencial; BRL 30.000 - 40.000; Tempo integral

Resumo da oferta

A leading company in São Paulo seeks a Head of Global Operations to manage service desk operations and enhance customer satisfaction. The role requires strong communication skills and knowledge of Microsoft systems. Ideal for proactive individuals aiming for career growth.

Qualificações

• Strong knowledge of Microsoft operating systems and Office versions.
• Ability to meet commitments and deadlines.

Responsabilidades

• Answer incoming calls to the Service Desk and provide assistance.
• Monitor open tickets for accuracy and problem resolution.
• Drive assigned project activities and ensure customer satisfaction.

Conhecimentos

Customer-friendly English communication

Customer-friendly communication in supported languages

Proactive approach

Ferramentas

Microsoft Windows 7

Microsoft Windows 10

Microsoft Office 2010

Microsoft Office 2016

Descrição da oferta de emprego

Head of Global Operations at EUT Global | Expert in Project Management and Customer Service

Areas of Responsibility:

1. Answer incoming calls to the Service Desk
2. Provide first-line response for users requiring assistance with issues related to PCs, Microsoft Office applications, and basic network communications
3. Perform basic administration of Access Management, End User Management, accounts, and passwords
4. Fill in all mandatory fields and assign proper priority for incoming incidents in the ticketing tool
5. Escalate incidents to the appropriate IT operations resources according to established procedures
6. Monitor open tickets for accuracy, urgency, and problem resolution within prescribed Service Level Agreements
7. Drive assigned project activities
8. Follow the monthly shift schedule and arrive before shift start
9. Ensure continuous availability during shift in the telephony system following internal break policies
10. Maintain reasonable usage of availability statuses in the telephony system and chat
11. Regularly update and utilize Knowledge Base articles
12. Perform according to KPI, SLA, quality, and objective requirements
13. Strive for high customer satisfaction
14. Identify areas for improvement
15. Own your career: work toward goals and pursue proactive development from internal and external sources
16. Be prepared for on-call shifts during weekends
17. In case of a major incident, overtime may be requested by the supervisor if no one else is available

Required Knowledge/Skills/Abilities:

• Customer-friendly English communication skills (written and oral)
• Customer-friendly communication skills in supported languages (written and oral)
• Strong knowledge of Microsoft operating systems, especially Windows 7, 10, and Office versions 2010, 2016
• Ability to meet commitments and deadlines successfully
• Support and promote standardization and continuous improvement
• Proactive approach with strong process adherence

Seniority level

Entry level

Employment type

Contract