Service Desk Agent

JOB DESCRIPTION

POSITION OBJECTIVE

• Service Desk Agent is customer oriented, good collaboration with teammates, experience working with multi-functional teams, problem solving and analytical mindset. Tickets resolution following IT Operation Model.

ROLE & RESPONSABILITIES:

• Regular end user support (professionals)

• Adequately solve tickets according to agreed priority and in compliance with sla− End user equipment support and troubleshooting (dell (laptop, desktop, workstation), ricoh (regular printers and mp), etc)

• Computer installation and setup (pxe boot)

• Standard brp applications deployment (through sccm)

• Microsoft office suite

• Google workspace office suite

• Google meets hardware support

• Wireless connectivity

• Devices configuration and support (samsung & apple)

• Manufacturing environment (commonly called shop-floor)

• Mobile zebra printers (preventive and corrective maintenance along with lan configuration (wireless).

• Zebra scanners (preventive maintenance and configuration)

• Software configuration (mobisys)

• Basic troubleshooting with infrastructure servers, network, and telecom asset equipment

• Shop floor support (tier 2)

• Shop floor equipment installation.

• Shop floor apps installation (part of the configuration too).

• Tablets installation, configuration and support

• Weekly tapes backup and restore (if needed).

• Schedule preventive maintenance of manufacture devices

• Continues improvement: ensure at all times to prioritize the necessary interventions on production operations in order to reduce, or even proactively eliminate, downtime and loss of vehicles.

• Receipt/validate and maintain all assets appropriately within the am database in order to constantly reflect the condition of the equipment under its immediate responsibility

• Collaborate with other it functional towers to speed up incident or service delivery according to ticket priority in compliance with sla.

• Periodically report progress and communicate or escalate any problem or risk requiring the immediate attention of the immediate supervisor. Report open tasks between shifts for service continuity.

• Initiate, maintain and develop all work instructions essential to the good maintenance of the services offered.

• Follow BRP values and behaviors

• Ensure a safe working environment and take full accountability for all safety related topics.

TECHNICAL SKILLS:

• Computer troubleshooting, software and hardware

• Computer and mobile configuration knowledge

• Microsoft Office suite

• Problem solving

QUALIFICATIONS

• Bachelor: Information Technology

• Experience at least 3 years experience in computer science