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Support Analyst- Full time
hace 2 meses
Educational QualificationStudying or concluded a bachelor's degree in IT.Technical KnowledgeMinimum of 1 year of experience in customer service areas.Advanced computer knowledge.Knowledge in ticket registration tools (Service Now, Remedy, etc.).Behavioral SkillsAttendance / punctuality.Concentrated attention / good analytical ability.Commitment.Posture.Responsibility.Organization.Teamwork / cooperation.Work well in a team environment.Initiative / attitude.Focus on results.Pro-activity to learn and research.Ability to work with multiple priorities and requests.Competencies to be evaluated in performance evaluation (appraisal): collaborative work, effective communication, trust, agility to learn, passion for results, customer focus.Job DescriptionCustomer service.Support the configuration of company computers.Maintain the functional IT environment in terms of infrastructure and use of resources used by users.Desktop configuration with customer image.Laptop configuration with customer image.Knowledge of Apple devices (iPhones and iPads).Documentation in the calling tool, follow-up the ticket during its life cycle.Installations of computer peripherals (monitors, mouse, keyboards, Dockstations).Second-level troubleshooting.Hardware troubleshooting, generate warranty on the equipment manufacturer when necessary.Assist with the creation of technical procedures for the Service Desk when possible.Follow the processes defined by the project's global contract.Carry out the mandatory training of Wipro and Customer.Brief Description of the ProcessIT technical support for end users.Immediate SuperiorReport to project leader.
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