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Stefanini is a premier provider of IT Service Management sourcing solutions for international corporations and the preferred partner of many blue chip companies. Stefanini’s main service lines are onshore, nearshore, and offshore IT consulting, systems integration & development, and IT outsourcing. Today we employ 1000 employees in EMEA serving a wide range of well known regional customers. We are a fast growing company with a clear ambition to become the global leader in our selective offerings. JOIN OUR TEAM TODAY! Stefanini has career opportunities around the world for professionals interested in a vibrant, passionate, team-oriented workplace. If you are a customer-centric person with a "get it done" attitude, we offer the right environment for you. Learn more about our company culture, available positions, and our emphasis on providing a career path for our employees to see if Stefanini is the right fit for you.
The Ideal Candidate: • Proficiency in English language; • Knowledge of and/or experience supporting Windows and MS Office products; • Excellent troubleshooting capability; • Previous successful customer service experience is considered an advantage; • Sound judgment and decision making skills; • Strong analytical, technical, problem solving and organizational skills; • Process and procedure oriented; • Strong written and oral communication skills; • Team player, self motivated, organized, detail oriented and able to handle changing priorities; • Able to communicate problems/issues to customers in a non-technical manner. Job description: The Helpdesk Technician will be the first point of contact for all IT service desk incidents and requests for our customer. The Technician will field customer calls, troubleshoot, document and resolve IT related issues based on solutions found in the knowledge base. The Technician must work in a timely and efficient manner while ensuring attendance, quality and customer service metrics are met. Primary responsibilities: • Answer incoming calls and log all customer questions and issues accurately and efficiently into ticketing system; • Troubleshoot hardware, software and network related issues; • Provide restorative or maintenance actions to resolve end-user issues; • Assist with defining and documenting knowledge base articles; • Assist with special project work as needed; • Escalate problems to the next level of support when necessary; • Consistently meet or exceed requirement performance criteria.