Professional, Desktop Support
First Quantum Minerals
Colon, Panamá
hace 4 días

Job description : Description


The Professional Desktop Support role is to ensure proper computer operation so that end users can accomplish business tasks.

This includes receiving, prioritizing, documenting, and actively coordinating with users and technicians to help with requests.

Strategy & Planning

  • Evaluate documented resolutions and analyze trends for ways to prevent future problems.
  • Operational Management

  • Manage incoming Service Desk Plus help requests from end users via both telephone and e-mail in a courteous manner.
  • Ensure quality and documentation of all pertinent end user identification information, including name, department, contact information, asset, and nature of problem or issue.
  • Build rapport and elicit problem details from Service Desk customers.
  • Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician.
  • Record, track, and document the Service Desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
  • Apply diagnostic utilities to aid in troubleshooting.
  • Identify and learn appropriate software and hardware used and supported at Cobre Panama.
  • Perform remote fixes at the desktop level, including installing and upgrading software, and configuring systems and applications.
  • Act as Point of Contact to ensure tickets have been adequately resolved.
  • Perform post-resolution follow-ups to help requests.
  • Develop help sheets and frequently asked questions lists for end users.
  • Position Requirements

    Knowledge & Experience

  • Good understanding of the organization’s goals and objectives.
  • Exceptional written and oral communication skills.
  • Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills.
  • Strong documentation skills.
  • Ability to conduct research into a wide range of computing issues as required.
  • Ability to absorb and retain information quickly.
  • Ability to present ideas in user-friendly language.
  • Highly self motivated and directed.
  • Keen attention to detail.
  • Proven analytical and problem-solving abilities.
  • Ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Exceptional customer service orientation.
  • Experience working in a team-oriented, collaborative environment.
  • Formal Education & Certification

  • High School diploma with 5-year computer related experience, preferably in highly demanding Service Desk environments.
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