Founded in 1982 by a small group of entrepreneurs in Mexico, Softtek is today a global leader in next-generation digital solutions. The first company to introduce the Nearshore model, Softtek helps Global 2000 organizations build digital capabilities continuously and seamlessly, from ideation and development to execution and evolution. With a presence in more than 20 countries and more than 15,000 talented professionals, we continue to expand our business vision.

ServiceDesk (Inglés - Portugués)

Profile Description:

• Knowledge Windows Front-End Environment (win 10)
• Knowledge Ticketing System Tool (Remedy, HP Service Manager, Service Now, etc.)
• Knowledge Office Package (Outlook, Excel, Word, etc.)
• Good Knowledge Windows Front-End Environment (Windows 10, Win7,Win8)
• Password Reset on Active Directory
• Troubleshooting on Windows environment
• Strong Customer Service
• Upper Intermediate English
• Upper Intermediate Portuguese
• Knowledge on Windows Environment
• Knowledge on Mobile phone configuration or Tablet

Activities to Perform:

• Responsible for attending customer phone calls and tickets.
• Inform the Client about the services that are not provided by the Help Desk
• Register all Service Requests within the scope of the project
• Register all incidents within the scope of the project
• Solve the service requests within the expected Service level.
• Document all the solutions in a comprehensible language for the Client.
• Transfer tickets to the correct support group when the Client has called the wrong queue.
• Assure the Client satisfaction regarding the solution offered.
• Provide daily follow-up to open service requests that have not been closed
• Responsible for attending customer phone calls and tickets.
• Close tickets thar are assign to the work queue
• Implement Process Improvement projects
• Update and Document new KBA

Availability for shift rotation (24/7) - Work on weekends

Hybrid work scheme

Availability to work in AGS