Administrator - Desk Side Services, AMT Asset Management Software - #657249

Sao Paulo, São Paulo
Job Summary

Exceptional written and oral communication skills • Exceptional interpersonal skills, with a focus on listening and asking probing questions as • appropriate. • Strong documentation skills. • Ability to conduct research into a wide range of computing issues as required. • Ability to absorb and retain information quickly. • Ability to present ideas in user-friendly language to non-technical staff and end users. • Keen attention to detail. • Proven analytical and problem-solving abilities. • Ability to effectively prioritize and execute tasks in a high-pressure environment. • Exceptional customer service orientation. • Ability to represent and advocate for both the policies and procedures of the IT organization the end users’ perspective. • To resolve assigned tickets in adherence to agreed SLA and quality standards of the company • To maintain high login Efficiency (Availability) for customers • To resolve tickets within agreed SLA of ticket volume and time • To adhere to quality standards (voice and accent, Tech Monitoring), regulatory requirements and company policies • To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time (AHT), rejected resolutions / Reopen Cases • To update worklogs and follow shift/ escalation process and process compliance • Work on value adding activities such Knowledge base update & self-development

Key Responsibilities

1. Adhere To Quality Standards And Regulatory Requirements By Implementing Best Practices In Asset Management Services To Ensure Compliance With Company Policies.
2. Provide On-Call Support For Escalated Issues, Performing Root Cause Analysis Using Asset Management Tools To Identify And Rectify Recurring Problems.
3. Conduct Knowledge Base Updates And Management, Facilitating Training Sessions For New Hires And Coaching Analysts To Enhance Team Capabilities.
4. Independently Resolve Tickets Within The Agreed Exceptional written and oral communication skills\\\\r\\\\n• Exceptional interpersonal skills, with a focus on listening and asking probing questions as \\\\r\\\\n• appropriate.\\\\r\\\\n• Strong documentation skills.\\\\r\\\\n• Ability to conduct research into a wide range of computing issues as required.\\\\r\\\\n• Ability to absorb and retain information quickly.\\\\r\\\\n• Ability to present ideas in user-friendly language to non-technical staff and end users.\\\\r\\\\n• Keen attention to detail.\\\\r\\\\n• Proven analytical and problem-solving abilities.\\\\r\\\\n• Ability to effectively prioritize and execute tasks in a high-pressure environment.\\\\r\\\\n• Exceptional customer service orientation.\\\\r\\\\n• Ability to represent and advocate for both the policies and procedures of the IT organization the end users’ perspective.\\\\r\\\\n• To resolve assigned tickets in adherence to agreed SLA and quality standards of the company\\\\r\\\\n• To maintain high login Efficiency (Availability) for customers\\\\r\\\\n• To resolve tickets within agreed SLA of ticket volume and time\\\\r\\\\n• To adhere to quality standards (voice and accent, Tech Monitoring), regulatory requirements and company policies\\\\r\\\\n• To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time (AHT), rejected resolutions / Reopen Cases\\\\r\\\\n• To update worklogs and follow shift/ escalation process and process compliance\\\\r\\\\n• Work on value adding activities such Knowledge base update & self-development

Skill Requirements

Consistently demonstrates a positive attitude and approach. • Demonstrates enthusiasm and dedication. • Consistently displays initiative by proactively providing solutions and driving long term objectives toward completion. • Demonstrates empathy and focuses on the needs of internal and external clients/contacts where relevant. • Focuses on what can be done. When a problem exists, suggest a solution. • Builds relationships with stakeholders. • Maintains a courteous and professional manner in all dealings. • Microsoft Windows Support • MS Office Tools, O365, SharePoint, Teams • Hardware Support • Network Support and Troubleshooting • Videoconferencing Support • Peripheral Support • Monitoring Tools Knowledge • Tickets Tools Knowledge (Service Now) • Exceptional written and oral communication skills • Exceptional interpersonal skills, with a focus on listening and asking probing questions as • appropriate. • Strong documentation skills. • Ability to conduct research into a wide range of computing issues as required. • Ability to absorb and retain information quickly. • Ability to present ideas in user-friendly language to non-technical staff and end users. • Keen attention to detail. • Proven analytical and problem-solving abilities. • Ability to effectively prioritize and execute tasks in a high-pressure environment. • Exceptional customer service orientation. • Ability to represent and advocate for both the policies and procedures of the IT organization the end users’ perspective. • To resolve assigned tickets in adherence to agreed SLA and quality standards of the company • To maintain high login Efficiency (Availability) for customers • To resolve tickets within agreed SLA of ticket volume and time • To adhere to quality standards (voice and accent, Tech Monitoring), regulatory requirements and company policies • To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time (AHT), rejected resolutions / Reopen Cases • To update worklogs and follow shift/ escalation process and process compliance • Work on value adding activities such Knowledge base update & self-development. On-site IT Support Analyst

Other Requirements

Exceptional written and oral communication skills • Exceptional interpersonal skills, with a focus on listening and asking probing questions as • appropriate. • Strong documentation skills. • Ability to conduct research into a wide range of computing issues as required. • Ability to absorb and retain information quickly. • Ability to present ideas in user-friendly language to non-technical staff and end users. • Keen attention to detail. • Proven analytical and problem-solving abilities. • Ability to effectively prioritize and execute tasks in a high-pressure environment. • Exceptional customer service orientation. • Ability to represent and advocate for both the policies and procedures of the IT organization the end users’ perspective. • To resolve assigned tickets in adherence to agreed SLA and quality standards of the company • To maintain high login Efficiency (Availability) for customers • To resolve tickets within agreed SLA of ticket volume and time • To adhere to quality standards (voice and accent, Tech Monitoring), regulatory requirements and company policies • To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time (AHT), rejected resolutions / Reopen Cases • To update worklogs and follow shift/ escalation process and process compliance • Work on value adding activities such Knowledge base update & self-development

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