Softtek

Service Desk PR

Softtek  •  Aguascalientes, MX (Remote)  •  1 day ago
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Job Description

Service Desk Proficient

Requirements
Must have:
  • 1 Year experience in WFM, preferably in contact centers with at least 12 employees.
  • Experience with WFM software (scheduling, performance tracking, reporting)
  • Experience learning various technical/analytical tools; high aptitude for learning
  • Advanced Excel skills (e.g., formulas, pivot tables, graphing, data connections, automation using macros)
  • Effective written- and oral- communication skills
  • Strong Knowledge Windows Front-End Environment (win 10)
  • Strong Ticketing System Tool Knowledge (Remedy, HP Service Manager, Service Now, etc.)
  • Strong ITIL Knowledge (Incident Management and Service Request)
  • Strong ITIL Knowledge (Problem Management and Change Management)
  • Systems or Electrical Engineer Bachelor degree, or +1.5 plus years relevant work experience.

Responsibilities
  • Design customized schedules for accounts
  • Design ideal schedules that guarantee agents being present at appropriate times so coverage is ensured
  • Optimize the workforce in order to satisfy targets and metrics
  • Forecast workload so internal customers have a standpoint of upcoming periods
  • Create plan to establish schedules or improve the account performance
  • Evaluate staff coverage. 

Required Languages
English Advanced 80- 95%
Softtek

About Softtek

At Softtek, we drive the strategic development of our clients through software engineering. For more than 40 years, we have helped leading companies develop, implement, and manage technology capable of improving people’s lives. Pioneers of the Nearshore model, Softtek connects innovation to business strategy. We don’t claim to “reinvent” or “reimagine” the business — we deliver results.

For more information on what we do, who we are, and career opportunities, visit www.softtek.com / Follow us on Instagram (@softtekofficial), on X (@Softtek), and be our fan on Facebook www.facebook.com/softtek.

Industry
IT & Software
Company Size
10,000+ employees
Headquarters
Monterrey, MX
Year Founded
1982
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