Key Responsibilities & Accountabilities
(May perform other duties as requested not specifically addressed in this document)
- Point of contact for the IT vice-presidency to attend to incidents and requirements through the Help Desk service center established in accordance with the Services guidelines.
- Maintenance, installation, configuration, and technical support in hardware and/or software in computer equipment within the established SLA's, maintaining the standard of quality, service, professionalism, and appropriateness.
- Apply established processes, escalation processes, application, and service manuals, according to corporate standards.
- Contribute through its management to the achievement of the quality policy and continuous improvement of the process to comply with the standards established in the organization.
- Install, configure, diagnose, manage technological incidents, and provide technical support to the Company´s applications.
- Proactivity, innovation, professionalism, and responsibility in solving first-level incidents in the infrastructure and scheduled maintenance of Teleperformance's critical infrastructure.
- Changes of configuration or programming to growth needs, relocations, or improvements that do not affect service or operation.
Perform preventive and corrective maintenance required for computer equipment and LAN / WAN communications, telephony systems, voice and data channels with the tools provided by the IT operations area.