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Global Service Desk Analyst
hace 2 meses
Delivering Exceptional Customer Experiences
The Global Service Desk Analyst will be responsible for providing 24/7/365 L1 support to all internal staff as part of the Global Service Desk Team. Key responsibilities include phone, email, self-service, and chat incident management, as well as managing all interactions through request management, installing software, L1 troubleshooting, remote management, escalation, and priority management while providing an exceptional customer experience.
Key Objectives:
- Provide L1 support through all business interactions in accordance with IT Global Policies & Procedures
- Resolve L1 incidents within given SLAs
- Meet KPIs outlined
- Collaborate with L2 and L3, Incident Mgmt. Teams
- Build and document IT procedures for training purposes (Knowledge Base Management)
- Provide remote IT training for new and current staff and systems
- Work on special projects as assigned from the Service Desk Manager
Requirements:
- A committed team player that will take control of all tasks assigned to them
- Bi-lingual – Fluent Spanish & English
- Impeccable client manner & "Count on me" work ethic
- IT skills/experience preferably but not essential
- A hands-on, problem-solving, "can-do" attitude
- Excellent customer service skills
- Flexibility to work productively in a fast-paced, high-growth, and changing environment that includes shift work and after-hours rotation
