The Hackett Group

Fecha de Cierre Finalizado
Nombre del puesto: Service Desk Level 1
Objetivos del trabajo: The SDL1 Assistant provides customer support and customer service on company and ensure to accomplish processes during life cycle of incidents.
Oversees and optimizes main processes related with the quality of service.
Monitors the staff of support team, coordinates and dispatch main activities.
Principales tareas:
  • Application support and incident management activities including but not limited to:
  • Resolve incidents and fulfill service requests within established SLAs.
  • Research & recommend best practices, upgrades and system/application migrations.
  • Serve as the primary point of contact for written/verbal status updates to customer and other relevant stakeholders.
  • Adherence to support process and service desk tools.
  • Coordinates schedules for Technical Support activities on a daily basis.
  • Internal QA reviewer.
  • Collects metrics for Trend Analysis.
  • Monitor resource utilization and assignments.
  • Engage Account Management for decision making on Service Level Management.
  • Supports and coordinates Incident Management Process overseeing compliance practices.
  • Ensures turn-over logistics collecting information in order to compile a proper hand over – take over procedure for every shift.
  • Follows up overnight activities and weekend shifts.
  • Incident Management Tool Maintenance and Administration.
Competencias: Analytical reasoning, teamwork compatible, methodical and proactive, good communication and documentation writing.
Must have high-proficiency English level or Native speaker.
Bachelor’s degree preferred.
Working knowledge of fundamental operations of relevant software (Microsoft Office).
IT background is valued.
Otros: About us: At The Hackett Group, we have an environment where people with insight, passion and commitment work together to fulfill ambitious goals.
We all work to the highest standards of professional excellence and integrity.
Our working style is how our values get translated in daily life, how clients experience working with us and how we deliver on our promises.
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