IT Service Desk Agent
Veröffentlicht:
24 September 2024Pensum:
100%Vertrag:
Festanstellung- Arbeitsort:Alajuela
Ready to make an impact?
We develop, manufacture, and supply dental implants, clear aligners, instruments, CADCAM prosthetics and biomaterials for usein esthetic dentistry, tooth replacement and restoration solutions or to prevent tooth loss.
We empower our employees to perform and make an impact, to question the status quo, to drive change, to stay ahead of thecompetition. From the first Dental Implant in 1974 to the latest Digital Solution – we do things differently than others We deliver innovation based on evidence. This is part of our employer culture as well as an exceptional team spirit that trulyencourages diversity and a powerful “can-do” attitude.
WeChangeDentistry every day. Be part of it.
Job Responsibilities
The IT Service Desk Agent is responsible for providing first-level technical support to end users, ensuring the quick resolution of incidents and requests related to hardware, software, networks, and systems. The primary goal is to ensure the continuity of IT services and user satisfaction, following best support practices and escalating complex issues to specialized teams.
Main Responsibilities:
- Handle and log support requests via phone, email, or ticketing system.
- Diagnose and resolve technical issues related to hardware, software, network, and other IT services.
- Provide guidance and instructions for basic problem-solving to end users.
- Prioritize and escalate incidents that cannot be resolved on first contact to higher-level teams.
- Monitor the lifecycle of tickets, ensuring they are resolved within established deadlines (SLA).
- Regularly update users on the status of their requests.
- Maintain detailed records of user interactions, applied solutions, and recurring problems.
- Collaborate with internal IT teams to implement continuous improvements in support processes.
- Contribute to the knowledge base by documenting solutions for common issues.
- Identify trends of recurring problems and suggest proactive solutions.
Minimum Qualifications:
- High school diploma, preferably with technical courses in IT.
- Basic/intermediate knowledge of operating systems (Windows, macOS) and productivity applications (Office suite).
- Understanding of network concepts (DNS, DHCP, VPN) and hardware.
- Previous experience in technical support or help desk is a plus.
- Strong verbal and written communication skills, with a focus on customer service.
- Ability to work under pressure and prioritize tasks in a dynamic environment.
- Strong organizational skills and attention to detail.
- Customer orientation and problem-solving mindset.
- Ability to work in a team and collaborate with colleagues from different areas.
- Proactiveness and ability to quickly learn new technologies and tools.
Preferred Qualifications