Contrato
Tipo contrato
Tempo indeterminado
Oferta aberta até
30/06/2018
Descrição
Cargo
IT Support Manager
Número de vagas
1
Descrição da função
This is a hands-on position responsible for providing 1st-3rd level service desk support; delivery of quality technical support for all desktop, laptop, and mobile devices, including troubleshooting, device deployment and repairs, software installations and upgrades; and user support and training.
- Monitor the ticketing system to proactively identify urgent technical issues, and function as the initial escalation point.
- Establish processes to identify, track, escalate, and resolve customer issues and problems.
- Generate weekly and monthly reports on customer support issues.
- Oversee the configuration of the Service desk ticketing system.
- Own the incident management, including establishment of performance metrics and periodic reporting.
- In collaboration with IT management and staff, define standards and measures for quality and customer satisfaction requirements.
- Organize and coordinate the activities associated with installation, deployment and upgrade of software and hardware as it relates to desktop and laptop device environments.
- Manage, monitor and maintain the knowledge database and CRM functionality to include; tracking tickets issued, outstanding, completion time etc.
- Manage service parts inventory.
- Write internal SLAs of provided services and train participants.
- Defect documentation, in clear and concise wording in English or Portuguese.
- Utilize IT ticketing system to analyze data across all issues to identify and prioritize root causes.
Requisitos
Titulação mínima
Bacharelato
Experiência exigida
5 Anos
Nacionalidade
Não definido
Línguas
Português, Inglês
Competências
Não definido
Aptidões necessárias
- Managing an ITIL-based IT Service Management system (preferably Microsoft ITSM).
- ITIL Certified.
- In-depth knowledge of current desktop Microsoft operating systems.
- ITIL Certified.
- In-depth knowledge of current desktop Microsoft operating systems.
- Knowledge of Microsoft Server operating systems, Active Directory Administration, Exchange user administration.
- Knowledge of various software systems including Microsoft Office, Blackberry, Android and IOS.
- Understanding of networks and troubleshooting/isolating root cause of outages.
- Knowledge of supporting stand-alone and enterprise business applications ex. ERP, etc.
- Knowledge of Microsoft Dynamics GP or AX is a plus.
- Knowledge of LS Retail or other POS system is a plus.
- Excellent interpersonal and communication skills.
- Ability to motivate and lead others in building a strong team environment.
- Sensitivity for handling confidential matters.
- Ability to analyze problems, gather and evaluate data, and solve technical problems.
- Ability to juggle multiple priorities and manage departmental projects.
- Ability to adapt to changing policies, procedures and technology.
- Triage Capabilities, Root Cause Analysis, Delegation & Follow-up, Technical Training as Required.
- Ability to build a knowledge base for Support Staff, to use as a guide to efficiently resolve issues.
Empregador
Nome do empregador
Webcor Group
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