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US | Applications Consultant - User support / HelpDesk
Ref No.: 18-04841
Location: Coral Gables, Florida
Start Date: 10/15/2018
L2 Helpdesk Technician:
Must be bilingual in English and Portuguese
Handling ITSM tickets – incidents and requests – by properly analyzing the details and taking appropriate action
Identifies system problems. Performs necessary system repairs. Determines the efficient utilization of resources.
Escalates problems and issues to a higher level of support. This includes service that exceeds response time, repair time, lack of parts, or any other issue that could impact customer satisfaction.
Interfaces with other technicians, operations, and customers and makes decisions on operating procedures, analytical approaches, and configuration options.
Ensuring that incidents and requests are resolved within the SLA
Maintains appropriate documentation and procedures. Processes timely and accurate information to ensure compliance with warranty requirements of vendors.
Install, configure, upgrade, troubleshoot, diagnose, and resolve problems with special application software and its integration with the standard Windows operating system and Office products.
Install, configure, upgrade, diagnose and resolve problems on peripheral devices.
Pulling data ITSM tool and preparing timely & accurate reports
Preparing and maintaining detailed process documentations as and when required and updating the same on a regular basis
Recognize and Highlighting incident and trends which hampers team's productivity
Attend weekly conference calls / meetings with various teams to provide provisioning & re-claim status
Reaching out and setting up calls by involving different onshore and offshore teams whenever required for resolving any issues/confusions hampering smooth operations