ITIS Service Desk Junior at Softtek | Torre
ITIS Service Desk Junior
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Softtek

ITIS Service Desk Junior

Softtek
Posted by
Brenda Guevara
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Freelance
Recurrent
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Bogotá, Bogota, Colombia
Posted over 3 years ago

Responsibilities

ITIS Service Desk Junior About Softtek Founded in 1982, Softtek is a global provider of process-driven IT solutions with 30 offices in North America, Latin America, Europe and Asia. With 15 Global Delivery Centers in the U.S., Mexico, China, Brazil, Argentina, Costa Rica, Spain, Hungary and India. Softtek helps improve and produce predictable outcomes for top-tier corporations in over 20 countries. Softtek is the creator and a leader of the nearshore industry.  For more information on what we do, who we are, and career opportunities, visit www.softtek.com Requirements  Must to have experience: 1-2 year Knowledge in Windows Front-End Environment Win10 1-2 year Knowledge with Ticketing System Tool (i.e. Remedy, HP Service Manager, Service Now, etc.) 1-2 year experience with ITIL Framework (Incident Management, Request Fulfillment and problem management) 1 Year Knowledge experience in Networking (Topologies, IPv4, Routers, troubleshooitng network issues) 1-2 year knowledge experience with PC Hardware Structure Devices Responsibilities  Responsible for attending customer phone calls and tickets. Inform the Client about the services that are not provided by the Help Desk Register all Service Requests within the scope of the project Register all incidents within the scope of the project Solve the service requests within the expected Service level. Document all the solutions in a comprehensible language for the Client. Transfer tickets to the correct support group when the Client has called the wrong queue. Assure the Client satisfaction regarding the solution offered. Provide daily follow-up to open service requests that have not been closed Responsible for attending customer phone calls and tickets. Close tickets thar are assign to the work queue Implement Process Improvement projects Update and Document new KBA Required Languages English Advanced 80 – 95% Talent Attraction Specialist brenda.guevara@softtek.com ITIS Service Desk Junior
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