EndereçoWe are looking for the position Help Desk , to work as independent / contractor and remotly.
Main activities (non-limited) :
Assignment, tracking and closure of technical support services provided to different clients of GSB Solutions. These activities include :
1. Assignment :
- Access the ticket management system, for the services assignment.
- Contact the engineer to confirm availability.
- Confirm the engineer in the ticket management system.
- Send the engineer mail with the tool specifications that he / she must take with him / her to provide the service, dress code and official identification and / or send the mail automatically through the system.
- Create service chat with all the people who should be involved.
- If necessary, perform internal escalations and with the POC (Point of Contact) according to the escalation matrix established for each client.
2. Tracking :
- Ask the engineer for notification of moving from home to client's site and arrival at the client's site.
- Request the engineer progress of their activities.
- Request notification from the engineer in case any problem arises during the service.
- Report and manage incidents through the corresponding ticket system such as Bam, Single Point, Sharepoint, among others.
- Request the engineer to report or consult in the chat in case of : any decision to be made, need to acquire some type of material or any situation out of context.
- Assign another engineer for support if necessary (eg in case of a technical problem), following the linear matrix established for each client.
- Request the engineer to notify his / her departure from the site, through chat.
3. Closure :
- Ask the engineer to send his service report signed by the client.
- Write in the corresponding chat, send by mail or write in the client's ticket system the trip summary (by service and by engineer).
- Close the service ticket in the corresponding system.
- Record the services performed in the corresponding database or ticket management systems.
Schedule :
- Monday to Friday from 10 : 00 to 14 : 30 Brazil s time (13 : 00 to 17 : 30 Mexico's time).
Há 1 dia
