Service Desk Agent

Service Desk Agent

SGS is a Swiss multinational company, a global leader in inspection, verification, analysis, and certification services of products and services, with more than 2600 offices and laboratories worldwide. In Peru, we operate in most economic sectors such as mining, agriculture, and fishing forming part of the value chain of their products and services.

Job responsibilities include:

• Performing dispatcher work for incident tickets and N1 requirements
• Attending incident tickets and requirements within levels 1 and 2 of attention, in a face-to-face modality, to ensure the technical continuity of all types of SGS users' technological tools.
• Ensuring the proper follow-up of cases to improve the user experience.
• Providing second-level contact and transmitting solutions to users' incidents and requirements.
• Escalating unresolved queries to the next level of support.
• Tracking, routing, and redirecting incidents and problems to correct resources.
• Updating ticket data to be correctly categorized.
• Analyzing ticket data on platforms like Servicenow.
• Guiding clients through the incident resolution process.
• Ensuring proper registration, documentation, and closure of all tickets.
• Performing modifications or recommended improvements to the procedure.
• Supervising and attending to incident tickets and requirements within levels 1 and 2 of attention, whether in remote or face-to-face mode, to ensure the technical continuity of all types of SGS users' technological tools.
• Ensuring proper follow-up of cases, validation of user compliance, and technical A1 quality of service, thus achieving an unbeatable experience for SGS users.
• Providing first-level contact and transmitting solutions to users' incidents and requirements.
• Appropriately escalate unresolved queries to the next level of support.
• Track, route, and redirect incidents and problems to correct resources. Update customer data and generate activity reports.
• Guide clients through the incident resolution process.
• Follow up with clients, provide feedback, and see problems through to resolution using the SGSNow platform.
• Utilize excellent customer service skills and exceed customer expectations.
• Ensure proper registration, documentation, and closure of all tickets.
• Perform modifications or recommended improvements to the procedure.
• Maintain and increase knowledge of service desk procedures, products, and services.

Requirements include:

• Professionals from careers in Systems, Electronics, Networks and Communications, and/or related fields.
• Minimum 2 years of experience in the support area and 1 year in similar functions.
• Experience in level 1 and level 2 support for users.
• Knowledge of ITIL 4 – Incident Management and Change Management.
• Knowledge and handling of enterprise hardware and software (from Office 365 to ERPs).
• Handling of indicators (KPI of support in Help Desk).
• Handling of ticket platforms like Service Now.
• Handling of remote equipment tools and VPN connection.
• PRESENCE WORK IN CALLAO OR PROVINCES

Additional information includes:

• Incorporation to payroll from the first day.
• Life Insurance Law.
• EPS premium covered at 80%.
• Constant training.
• Corporate agreements.