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Service Desk Analyst
hace 2 meses
Job Summary:
The Service Desk Analyst will be responsible for delivering 24x7x365 assistance for end-user requests or issues with the company's services, systems, and platforms essential for business operations. This role bridges IT and the Business, integrating with the global support model and its processes and metrics.
Key Responsibilities:
- Monitor and prioritize support queues, providing first-level support and aiding in the continuous improvement of support processes and knowledge base articles.
- Collaborate with Information Technology teams to ensure prompt and courteous support to business users of IT-supported applications, devices, and technology, ensuring complete customer satisfaction.
- Contribute to the processes and tools necessary for executing the end-user support mission, ensuring adherence to standard procedures and equipping the team with the required tools and training.
- Address and resolve user-reported IT system issues promptly and efficiently, in line with user expectations.
- Set and manage user expectations through Service Level Agreements, working with other supervisors to ensure consistent execution across regions.
- Stay current with the rapidly evolving IT sector and suggest technological or process improvements to enhance the Support Function's efficiency and effectiveness.
- Collaborate with regional support teams to deliver high-level service to customers in a global environment.
- Maintain a high standard of customer service and professionalism in all interactions with users, striving to meet or exceed customer expectations while resolving issues efficiently and effectively.
- Maintain accurate and up-to-date documentation of IT systems, procedures, troubleshooting steps, and resolutions. Contribute to the knowledge base to facilitate self-service and continuous improvement.
- Identify recurring issues or trends in incidents and escalate them to higher-level support teams or management for further investigation and resolution. Document known errors and workarounds.
Requirements:
- Training in a related field typically acquired through formal education or job-related experience.
- BS or BA degree in computer science or a related field preferred, or equivalent experience in IT.
- 3 years of experience in personal computing.
- ITIL Certification is desirable.
Skills:
- Ability to understand technical manuals, software specifications, and hardware operations principles, and effectively communicate this information to other members of the organization.
- Strong problem-solving skills and the ability to think analytically to diagnose and/or resolve technical issues.
- Excellent interpersonal and communication skills, with the ability to effectively interact with a diverse range of stakeholders.
- Proficiency in using support tools and software, such as ticketing systems and remote support applications.
- Strong organizational skills and the ability to manage multiple tasks and priorities in a fast-paced environment.
- Demonstrated ability to work independently and as part of a team.
- Customer-focused attitude with a commitment to providing high-quality service.
- Ability to maintain confidentiality and handle sensitive information appropriately.
Knowledge:
- Advanced knowledge of current personal computer technologies and hardware capabilities.
- Technical understanding and awareness of issues affecting local area networks (LAN), wide area networks (WAN), and connectivity that could impact end-user IT performance.
- Familiarity with Microsoft Windows operating systems and its native tools such as Microsoft Office (Word, Excel, Outlook) or equivalents.
- Ability to troubleshoot application issues, assist with installation or updates, and provide basic/intermediary usage support.
- Proficiency in troubleshooting common software and hardware issues.
- Understanding of IT service management (ITSM) frameworks and best practices, such as ITIL.
- Knowledge of cybersecurity principles and practices to ensure secure operations and data protection.
- Experience with cloud computing platforms and services, such as AWS, Azure, or Google Cloud.
- Awareness of virtualization technologies, including VMware and Hyper-V.
- Understanding of mobile device management (MDM) and support for various mobile operating systems.
- Familiarity with network protocols and services, such as TCP/IP, DNS, DHCP, and VPN.
- Familiarity with remote desktop software (e.g., Remote Desktop Protocol, TeamViewer, Dameware) to assist users with remote troubleshooting, accessing their computers, and providing remote support.
