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Support Analyst
hace 5 meses
Tus responsabilidades incluirán:
- Resolver incidencias, completar solicitudes de servicio o iniciar el soporte desde equipos remotos y/o en el lugar de trabajo.
- Identificar procedimientos apropiados de resolución de problemas utilizando información específica del cliente.
- Ser el POC (Punto de Contacto Único) dentro del proveedor de servicios para el origen de la incidencia.
- Contactar al usuario / cliente por teléfono o correo electrónico cuando la incidencia se haya resuelto o la solicitud de servicio se haya cumplido.
- Coordinar el progreso durante todo el ciclo de vida de la incidencia.
- Informar al departamento de Gestión de Nivel de Servicio sobre incidencias identificadas, posibles incumplimientos de SLA y proporcionarles información sobre las incidencias procesadas y las solicitudes de servicio.
- Contrato temporal de 6 meses más posibilidad de contrato indefinido posteriormente.
- El salario será según convenio y variará según proyecto + variable productividad mensual
- Modalidad de trabajo híbrida.
Posibles roles futuros:
· Analista de Calidad
· Soporte de Entrega de Servicio
· Líder de Equipo
· Agente de Nivel 2
Requisitos mínimos
- Nivel de idioma en INGLÉS e ITALIANO fluido (mínimo B2)
- No es necesaria experiencia ni conocimientos específicos previos de informática/helpdesk/call center
- Manejo y dominio de ofimática
- Valorable estudios en Bachillerato y/o FP de Grado Medio/Superior.
- Disponibilidad horaria completa para turnos rotativos 24/7. Se trabajará 5 días por semana y se descansará 2 días (que puede ser rotativo).
- Disponibilidad para residir en la isla de Tenerife.
Would you like to be part of a leading company in the digital consulting sector, with possibilities for professional growth and of great worldwide prestige? This is your job We are looking for people like you, active and open to new challenges. Manpower offers you the opportunity to join a solid company, with a dynamic and multicultural work team with wide possibilities to develop your professional career, offering IT support to various companies around the world. You will receive INITIAL AND COMPLETE TRAINING so that later you can develop the functions of the position normally. Go ahead and embark on this professional project
You will:
- Resolve incidents, complete service requests or initiate support from remote and/or onsite support teams.
- Identify appropriate problem-resolution procedures using customer-specific information.
- Be the SPOC (Single Point of Contact) within the service provider for the incident originator.
- Contact incident originator via telephone or e-mail when the incident has been resolved or service request has been fulfilled.
- Enthusiastically coordinate progress throughout the entire lifecycle of the incident.
- Report Service Level Management about identified incidents, potential SLA breaches; and provide them information about the processed incidents and service requests.
Offered:
- Temporary contract for 6 months with the possibility of permanent contract thereafter.
- Salary will be according to the agreement and will vary depending on the project + monthly productivity bonus.
- Hybrid work model.
Possible future roles:
· Quality Analyst
· Service Delivery Supporter
· Team Leader
· Level 2 agent
Minimum requirements:
- Fluent language proficiency in English and Italian (mínimum B2 level)
- No experience or Previous specific knowledge of computer science / helpdesk / call center
- Management and mastery of office automation
- Valuable studies in Baccalaureate and / or FP of Medium / Superior Degree.
- Full time availability for rotating shifts 24/7. You will work 5 days a week and rest 2 days (which can be rotating).
- Availability to reside on the island of Tenerife.
