IT Helpdesk - L1/L2/Lead Engineer

Key Skills/Responsibilities:

• 1st point of contact for IT Helpdesk related issues, through phone support, chat and ticketing management, with focus on FCR (First Contact Resolution).
• Team dedicated to less complex issues, such as:
  • Password change process.
  • Installation of Cloud Campus SW and troubleshoot to fix issues
  • Basic troubleshooting of mobile tools and applications with remote access
• Continuous organizational improvement;
• Produce fresh and imaginative ideas and solutions.

Job Duties:

• Escalation of the more complicated issues to the upper level;
• Be a true team member in Teleperformance – focused in the success of the company;
• Interaction with other departments in order to improve and or maximize the projects(s) results;
• Be an active part in the processes of continuous improvement, proposing improvement and innovations methods across the department and the company (producing fresh and imaginative ideas and solutions);
• Take an active role in the development of the department’s strategic and plans as required by department leadership;
• Act with initiative, make things happen;
• Ensure all Teleperformance processes, procedures and policies are fulfilled, including but not limited to GDPR - General Data Protection Regulation, GECSP - Global Essential Compliance, Information Security Policies, HR, etc.;
• Communicate to leadership any known infractions of these Corporate Policies and procedures immediately;
• May perform other duties as requested not specifically addressed in this document.

Technical  Skills:

• Understanding of Hardware and Software installation and configuration;
• Experience using and troubleshooting MS Office;
• Knowledge of Microsoft operating systems;

Qualifications:

• Should be a Graduate
• Should have experience in IT Helpdesk or in Contact Center as a CSR
• Must be good in Microsoft Office applications, Microsoft Word, Microsoft Excel, Microsoft PowerPoint
• Fluency in English, written and spoken; B2 needed
• Typing Speed: 25 wpm. Accuracy: 85%