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- Handle the Service Desk ticket queue and chat as first-level support, following documented incident management and request fulfillment processes and procedures while ensuring established policies are observed.
- Work cross-functionally with partner teams, such as IT Operations, Security Operations, Compliance, Privacy & Legal, to improve processes and procedures, enhancing our results and productivity and better enabling our staff.
- Provide integrated content and training to improve our results and productivity, creating appropriate documentation and training for our staff, aiming at self-service.
- Assist other Business Services teams in maintaining their documentation repositories up to date.
- Improve our compliance results by providing continuous communication of our policy requirements and updates, assisting our staff to quickly fix compliance issues, and ensuring our staff completes the Security and Compliance mandatory training.
- Regularly perform and document ISO Access Reviews.
- Improve our processes to ensure the best experience for our staff, including access provisioning, vendor risk management, and equipment procurement processes.
- Take on onboarding/offboarding access management routine tasks.
- Handle basic workstation support, troubleshoot, diagnose, and resolve technical issues.
- Redirect issues you cannot resolve to the next level of support.
- Provide required information on IT products or services.
- Learn from next level support technicians.
- Handle ticket / chat / calls with a strong sense of prioritization.
- Provide quick resolution and excellent customer service.
- Identify end-users' needs to achieve satisfaction.
- Cooperate with technical experts to provide the best service possible.
- Make sure tickets are kept up to date and end-users informed.
- Strong English communication skills (spoken and written).
- Remote and self-directed work.
- Strong organizational skills.
- Strong communication skills.
- Customer service and people-oriented.
- Ability to prioritize and manage time effectively.
- Attention to detail and quality focus.
- Enthusiastic and with a 'can-do' attitude.
- Technical aptitude and willingness to learn.
- Problem-solving.
- Experience working with cross-functional teams.
- Experience with Service Desk software.
- Experience in basic administration of tools for user access.
- Experience specifically with our tech stack: Google Apps, Slack, JIRA, ServiceNow, Duo Access Gateway, LDAP/FreeIPA, SentinelOne, Kolide, Notion.
- Experience providing technical support for Windows, Mac, and/or Linux workstations, Endpoint Security Solutions, Antivirus, VPN, basic networking, etc.
- Experience with automated tasks and workflows.
- Experience in staff enablement and curating documentation.
- Experience with vendor risk management.
- ITIL Practices experience.
**Service Desk Agent - Enablement and Support** - Buenos Aires, Argentina - Percona
hace 3 semanas
Descripción
About the Role
We are seeking a highly skilled and motivated Service Desk Agent to join our team at Percona. As a Service Desk Agent, you will be the single point of contact for our staff in need of technical assistance, providing first-level support for incidents, service requests, knowledge, and routine tasks.
Key Responsibilities
Requirements
Preferred Qualifications