Help Desk Specialist

The Help Desk Attendant is responsible for ensuring effective first-level support (by telephone or email) to office-based and/or retail users in order to resolve technical problems. The core responsibilities of this role include: analyzing user requests; autonomously supporting users in order to resolve minor problems; qualifying and consistently addressing incidents based on the topic; monitoring incident resolution and communicating the progress to users; proactively proposing preventive and improvement action by examining requests and feedback.

Qualifications

• 1.01 Acts as the first point of contact for the internal customer and provides level I technical assistance via telephone and/or email
• 1.02 Analyzes the requests received by formulating relevant questions and/or activating remote diagnostic procedures
• 1.03 Identifies the ideal and effective solution to ensure business continuity
• 1.04 Guides the internal customer in resolving the problem
• 1.05 Follows the procedures for escalation of unresolved issues to the other IT functions in charge
• 1.06 Provides accurate information on the IT products or services under management
• 1.07 Tracks and records the events and problems encountered and the solutions provided to the system
• 1.08 Monitors and updates the internal customer on the progress of the assistance ticket
• 1.09 Collects feedback or suggestions from the internal customer and reports them to the development team
• 1.10 Identifies and suggests any improvements to procedures
• 1.11 Enrichs the knowledge base by promptly and appropriately recording the problems encountered and the solutions adopted
• 1.12 Promotes the development of role learning through proactive, team and digital activities, aimed at innovation and improvement effectiveness/efficiency of its Responsibilities
• 1.13 Adopts significant behaviors and promotes operational/cultural actions for Sustainable Development, understood as the interconnection of practices oriented towards the Care of the Environment, Business Processes and Organizational Community