service desk support analyst
hace 2 semanas
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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