Service Desk Analyst
hace 4 semanas
**Responsabilidades**:
- Answer incoming calls to the Service Desk
- Provide basic administration of Access Management, End User Management, accounts and passwords
- Fill in every mandatory field and assign proper priority for incoming incidents in ticketing tool
- Escalate incidents to the appropriate IT operations resources in accordance with established procedure
- Monitor open tickets for accuracy, urgency and problem resolution within prescribed Service Level Agreements
- Drive the assigned Project activities
- Follow the monthly shift schedule and arrive before shift start
- Ensure continuous availability during shift in the telephony system following the internal break policy
- Ensure reasonable usage of availability statuses both in Telephony system and Chat
- Regular usage and update of the Knowledge Base articles
- Perform as per KPI, SLA, Quality and Objective requirements
- Continuous effort to meet high customer satisfaction
- Identify of any areas of improvement
- Own your career: work towards the goals, proactive development from internal and external sources
- Ready to be shifted in on-call during weekends
- In the case of a Major Incident if nobody else is available, overtime may be requested by the direct supervisor
Competencias:
- Customer friendly Spanish and English communication skills (written and oral)
- Strong knowledge of Microsoft based operating systems with emphasis on Windows 7,10, Office 2010, 2016 and Internet Browsers
- Successful delivery against commitments and deadlines
- Promotes and supports standardization and continuous improvement
- Proactive approach and strong process adherence
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