service desk support analyst

hace 2 semanas


San Pedro Garza García, Nuevo León, México Rio Bravo Systems, Inc. A tiempo completo

SERVICE DESK SUPPORT ANALYST

Escolaridad: Pasante y/o Titulado en Ingenierias o Licenciaturas en Sistemas Computacionales

Experiencia; 1 o 2 años en puesto similar

Inglés: Inglés técnico conversacional (C1 o superior)

Conocimientos Requeridos:

  • Conocimiento en Herramientas de Service Desk / ITSM (ServiceNow, Jira Service Management, Remedy)
  • Conocimiento de Administración de sistemas operativos (usuarios, permisos, dominio, AD)
  • Conocimiento en Soporte a hardware y software
  • Conocimiento en Seguridad de la Información

Conocimientos Deseables

  • Conomiento del marco ITIL
  • Certificación CompTIA A+ o CCST IT Support
  • Conocimiento de Redes y conectividad (VPN, Diagnosticos)

Habilidades:

  • Comunicación efectiva
  • Inteligencia emocional / Servicio al cliente
  • Resolución de problemas
  • Trabajo en equipo y colaboración
  • Manejo de estrés y adaptabilidad

Principales responsabilidades:

  • Cumplimiento de SLA | Porcentaje de tickets atendidos dentro del tiempo comprometido.
  • Calidad de documentación | Evaluación de notas en tickets, claridad en pasos de resolución y documentación.
  • Tiempo promedio de respuesta inicial (AAT por si siglas en ingles) | el tiempo promedio para aceptar tickets entrantes
  • Primer contacto de resolución (FCR) - Porcentaje de tickets resueltos sin escalación.
  • Satisfacción del usuario (CSAT) - Promedio en encuestas de atención al cliente

OFRECEMOS:

  • Sueldo Competitivo
  • Prestaciones superiores a la Ley
  • Plan de carrera


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