Helpdesk Associate

hace 6 días

Panamá, Panamá NTT DATA A tiempo completo

**Req ID**: 312317

We are currently seeking a Helpdesk Associate - Full Time to join our team in Panama, Panamá (PA-8), Panama (PA).
- These individuals have a working knowledge of one technical skill.
- They work on routine and non-routine matters.
- They handle routine questions and issues, referring complex or unexpected matters to higher level employees for assistance.
- They may regularly interact with customers and first-line management.
- Diagnoses and troubleshoots Level 1 problems encountered with personal computer hardware, software and peripherals.
- Answers the help desk line and responds to users' requests regarding computer systems.
- Acknowledges receipt of all user requests within defined service levels.
- Initiates service orders (tickets) for all user requests, assisting users as necessary to provide appropriate information.
- Maintains user information and documentatio n.
- Participates in ensuring that client requests via the ticketing system are managed to closure.
- Delivers results in support of achieving the organization's 8. 9. Service Level Agreements.
- Prioritizes work based on time and complexity requirements.
- Exercises sensitivity to due process and proper pacing.
- Routes clients when appropriate to proper support queues.
- May identify opportunities for process improvements that contribute to the achievement of business metric goals.
- Solves problems consistently and completely with minimum supervision.
- Partners with employees to obtain resolution to complex technical issues
- Performs quality audits.
- Typically requires 1-2 years relevant experience.
- High School Diploma or equivalent.
- Strong telephone etiquette skills
- Ability to develop business relationships and communicate effectively with the user community.
- Basic trouble shooting skills.
- Basic understanding of the fundamentals of network, server, and desktop administration, installations, upgrades, techniques, tools, and equipment.
- May require industry / internal certifications to applicable role.
- Applies knowledge of client service techniques as required to address problems with PC based tools and products.
- Ability to perform general office requirements.
- Must be able to perform essential responsibilities with or without reasonable accommodations.
- Non-Exempt

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