World Vision International

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Help Desk and Data Support Agent

Job Description

World Vision International

Americas Shared Services Center

JOB PURPOSE

The SSC Service Desk is responsible primarily for serving as a point of contact in the resolution and routing of inquiries as needed in line with SSC guidelines. The HD will manage the administrative components of Procurement including but not limited to COUPA catalog updates, inquiry resolution and escalation, and other duties as assigned.

MAJOR RESPONSIBILITIES

  1. Answering calls from customers

  2. Provide customers with Ist- 2nd Level remote solution to reported incidents.

Monitor the helpdesk system ensuring that all resolved calls are properly closed off and resolutions properly populated to create a knowledge and how to repository.

Ensures accurate and timely employee enquiries processing which includes overseeing routine Service Desk administration, and reporting

Catalog Administration

Making reports from and to COUPA

KNOWLEDGE, SKILLS AND ABILITIES

Bachelor’s degree in Administration and/or Industrial Engineering, operations, or related discipline; or related experience

  • Demonstrates ability to team flexibly to provide high level or customer service

  • Seeks to have things done correctly so that customer complaints are minimized

  • Acts as customer advocate, taking initiative to overcome obstacles, solve customer problems and improve overall customer satisfaction and demand

Addresses most challenges and issues in a calm, steady, “can-do” manner.

  • Good interpersonal Skills

  • Understands the importance of good operations relationships

Breaks down complex operations problems and issues routinely into manageable components

Prioritizes and resolves operations problems and issues incisively.

  • Thinks clearly and makes sound decisions under stressful circumstances

Looks to others for direction when clearly beyond one’s competence.

  • Proficient PC skills including Word, Excel, PowerPoint, and desktop publishing software.

Excellent verbal and written communication skills.

Fluent in spoken and written business English and Spanish, Portuguese desirable.

A minimum of 2 years prior customer service experience is highly preferred.

In you are interested in the position, please apply in our career site. For any issue applying in the system, please contact Mariana Vasquez: mariana_vasquez@wvi.org - tel 4100 20 68