Escolar Documentos
Profissional Documentos
Cultura Documentos
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CGI
Support to users as required via phone, e-mail and chat creating tickets in ITSM
tool;
Troubleshoot and document the cases;
Provide first call resolution whenever possible;
Process and route incidents and requests accurately;
Provide timely customer follow-up and documenting progress of assigned incidents;
Meet team goals and expectations measured by metrics;
Follow documented processes;
Updates Knowledge Articles (Knowledge Base)
Skills
Delivery Support
Incident Management
Service Request Management
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T-SYSTEMS
Perfil Pretendido/Requisitos:
A Ordem dos Psic�logos Portugueses (OPP) pretende integrar na sua equipa um/a
T�cnico/a Inform�tico/a para fornecer apoio ao funcionamento di�rio de sistemas de
comunica��es computadores e redes e fornecer assist�ncia t�cnica aos utilizadores.
Principais Tarefas:
RESPONSIBILITIES:
� Register the calls in the Help Desk Management tool according to the agreed
procedures;
� Involve the company�s technical assistance resources for a customer service visit
when a remote solution is not possible;
� Follow up the incidents until their resolution or their closing;
� Alert the Help Desk Supervisor or Help Desk Manager in case of issue;
� Share the information with the other team members and the management;
� Contribute to the improvement of the tools and procedures (reserved for the
Senior Help Desk Operator);