Overview
Título del trabajo: IT Customer Services Agent (Alajuela, Costa Rica)
Compañía: Smith & Nephew
Descripción de funciones: Life Unlimited. At Smith+Nephew we design and manufacture technology that takes the limits off living.About the roleSupport and failure analysis of the desktop hardware and software resources installed in our locations in order to ensure the maximum uptime and the fastest response time to user work demands.Contacting with users via phone chat and web, gathering all the required information on an incident or request as per ServiceNow Knowledge Base.Troubleshooting and resolving users’ issues and requests including guidance and promotion of automated tools and technology including self-service.Diagnosing and assessing major incidents and escalating as appropriate using existing processes.Contributing to and improving existing Knowledge Base.Acting as a single point of contact for users, logging and managing contacts (phone calls, chats, web forms and others) within KPIs, building excellent relations with end users and good perception of Service Desk.Escalating and assigning tasks to the 2nd line and other resolving teams when necessary.What will you be doing?Ticket logging, handling contacts from users via phone, chat and ServiceNow tickets within agreed KPI. Logging incidents and service requests, containing all necessary information, received via contact channels. Resolving tickets, diagnosing, and troubleshooting incidents issues.Addressing user issues or requests diligently, assigning them to the appropriate resolving team when immediate resolution or guidance is not available. Following and contributing to the existing Knowledge Base, available via ServiceNow, required for providing the accurate solution of user IT issues.Ticket management, follow-up on users’ chase calls and consulting high priority issues with Incident Manager. Control timely processing of the assigned incidents and service requests.Identification of recurring and related incidents and ability to correlate for a potential bigger problem or seeding indicators for a bigger issue.Organizes own time to deliver against tasks set by others.Uses existing clearly defined procedures to solve routine problems and escalates when appropriate.Works co-operatively with others to achieve team goals.Provides explanations clearly and precisely.Asks questions, checks for understanding.Follows set processes and methods.Identifies problems and appreciates the issues required to resolve them.Ensure maximum uptime of all end-user work platforms (mobile and fixed).Ensure highly effective troubleshooting with minimum downtime and minimum repetitions.What will you need to be successful?Education: Requires finished high-school degree, technical school (desirable)An ongoing college education on an IT related career is required.Professional Certifications by Microsoft, CISCO and Nortel are a plus.1 year of experience on IT desktop support role (L1) or similar in Windows Server environments or Call center.Fluent spoken and written in English.Work shift:Monday – Friday 8:00 am- 5:00 pm Costa Rica TimeMonday – Friday 9:00 am- 6:00 pm Costa Rica Time / Saturday-Sunday shifts 9:30 am- 6:30 pm Costa Rica Time (once in a month)You. UnlimitedWe believe in creating the greatest good for society. Our strongest investments are in our people and the patients we serve.Inclusion, Diversity and Equity- Committed to Welcoming, Celebrating and Thriving on Diversity, Learn more about on our website.Other reasons why you will love it here!Your future: stock purchase program, referral bonus, subsidy in transport and food, recognition program.Work/Life Balance: Extra days off, birthday off, voluntary hours.Your Wellbeing: company doctor, medical insurance, gym, health campaigns, employee assistance program, parental leave,Flexibility: Hybrid work model (for more professional roles), flexible schedules.Training: Training program, unlimited learning.Extra perks: employees association, and more…#LI-HYBRIDStay connected and receive alerts for jobs like this by joining our .We’re more than just a company – we’re a community! Follow us on to see how we support and empower our employees and patients every day.Check our for a glimpse behind the scenes and a sneak peek into You. Unlimited., life, culture, and benefits at S+N.Explore our and learn more about our mission, our team, and the opportunities we offer.
Ubicación: Alajuela
Fecha del trabajo: Thu, 25 Jul 2024 02:37:35 GMT
