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IT Helpdesk - L1/L2/Lead Engineer

Key Skills/Responsibilities:

  • 1st point of contact for IT Helpdesk related issues, through phone support, chat and ticketing management, with focus on FCR (First Contact Resolution).
  • Team dedicated to less complex issues, such as:
    • Password change process.
    • Installation of Cloud Campus SW and troubleshoot to fix issues
    • Basic troubleshooting of mobile tools and applications with remote access
  • Continuous organizational improvement;
  • Produce fresh and imaginative ideas and solutions.

Job Duties:

  • Escalation of the more complicated issues to the upper level;
  • Be a true team member in Teleperformance – focused in the success of the company;
  • Interaction with other departments in order to improve and or maximize the projects(s) results;
  • Be an active part in the processes of continuous improvement, proposing improvement and innovations methods across the department and the company (producing fresh and imaginative ideas and solutions);
  • Take an active role in the development of the department’s strategic and plans as required by department leadership;
  • Act with initiative, make things happen;
  • Ensure all Teleperformance processes, procedures and policies are fulfilled, including but not limited to GDPR - General Data Protection Regulation, GECSP - Global Essential Compliance, Information Security Policies, HR, etc.;
  • Communicate to leadership any known infractions of these Corporate Policies and procedures immediately;
  • May perform other duties as requested not specifically addressed in this document.

Technical  Skills:

  • Understanding of Hardware and Software installation and configuration;
  • Experience using and troubleshooting MS Office;
  • Knowledge of Microsoft operating systems;

Qualifications:

  • Should be a Graduate
  • Should have experience in IT Helpdesk or in Contact Center as a CSR
  • Must be good in Microsoft Office applications, Microsoft Word, Microsoft Excel, Microsoft PowerPoint
  • Fluency in English, written and spoken; B2 needed
  • Typing Speed: 25 wpm. Accuracy: 85%
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