Job Description
The Service Desk Support Team is responsible for managing 1st level support offered to head office and/or retail users for one or more services provided.
Qualifications
1. Guarantees the handling of tickets based on priority, respecting the Service Level Agreements, and requesting any additional information from the user.
2. Actively manages problem resolution, formulates relevant questions, activates remote diagnostics, and escalates issues when necessary.
3. Monitors scaled tickets to ensure SLAs are met and communicates resolutions to end users.
4. If designated as a Tutor, trains new resources according to required skill levels.
5. If specialized in BOT, manages ChatBOT intents, understanding, solutions, and user feedback.
6. If On Site, coordinates supply and networking for new or closed stores, and monitors customer satisfaction.
7. If specialized in Local Support, organizes local support procedures and collects feedback for service improvement.
8. Collaborates with team members to improve results, updates knowledge base, and suggests improvements.
9. Promotes role development through proactive, team, and digital activities aimed at innovation and efficiency.
10. Encourages and develops the use of digital technologies for process management and stakeholder engagement.
11. Adopts behaviors and promotes actions aligned with Sustainable Development, focusing on environmental care, business processes, and community.
Additional Information
Requirements:
* Good knowledge of SQL
* Strong interpersonal skills
Seniority level: Entry level
Employment type: Full-time
Job function: Information Technology
Industries: Retail, Apparel, and Fashion
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