Descripción general Requirements: • 4-6 years of experience providing IT support by phone or on site • Strong experience providing support in English language • Experience leading a support team. • Reporting abilities • SLA and KPI strong Understanding • Nice to have: Certification in ITIL V4 Foundations Activities to Perform • Responsible for attending customer phone calls and tickets. • Register all service requests within the Help Desk offer, specifically the ones assigned to his/her responsibility. • Restoring issues as possible • Solve the service requests within their domain or support group. • Inform the Client about the services that are not provided by the Help Desk • Register and classify correctly the service request fields in ticketing tool. • Assign priorities to the service requests and verify the ones with Urgent / High priority with the Supervisor in order to take immediate actions. • Document all the solutions in a comprehensible language for the Client. • Verify the existence of scripts to solve service requests and generate script proposals when they do not exist. • Transfer calls to the correct support group when the Client has called the incorrect group. • Solve the service requests assigned by other Agent / Support Group that are within his domain and in the Help Desk service catalog. • Close the solved service requests and notify the Client about the solution. • Assure the Client satisfaction regarding the solution offered. • Provide daily follow-up to open service requests that have not been closed. • Analyze the recurrent cases and propose solution to avoid and reduce demand. • Continuously propose creative ideas to optimize operation, reduce support demand and improve labor environment. • Perform weekly report meeting to customer at a management level Required Language Ingles Advanced 80-95% Location Hibrido, Bogotá Colombia Requirements: • 4-6 years of experience providing IT support by phone or on site • Strong experience providing support in English language • Experience leading a support team. • Reporting abilities • SLA and KPI strong Understanding • Nice to have: Certification in ITIL V4 Foundations Activities to Perform • Responsible for attending customer phone calls and tickets. • Register all service requests within the Help Desk offer, specifically the ones assigned to his/her responsibility. • Restoring issues as possible • Solve the service requests within their domain or support group. • Inform the Client about the services that are not provided by the Help Desk • Register and classify correctly the service request fields in ticketing tool. • Assign priorities to the service requests and verify the ones with Urgent / High priority with the Supervisor in order to take immediate actions. • Document all the solutions in a comprehensible language for the Client. • Verify the existence of scripts to solve service requests and generate script proposals when they do not exist. • Transfer calls to the correct support group when the Client has called the incorrect group. • Solve the service requests assigned by other Agent / Support Group that are within his domain and in the Help Desk service catalog. • Close the solved service requests and notify the Client about the solution. • Assure the Client satisfaction regarding the solution offered. • Provide daily follow-up to open service requests that have not been closed. • Analyze the recurrent cases and propose solution to avoid and reduce demand. • Continuously propose creative ideas to optimize operation, reduce support demand and improve labor environment. • Perform weekly report meeting to customer at a management level Required Language Ingles Advanced 80-95% Location Hibrido, Bogotá Colombia Profesional Tecnológica Ingeniería de sistemas Computación Tecn Sistemas Computación Tecnólogo en Sistemas 4 años de experiencia 1 Vacante