Service Desk Analyst
hace 3 días
Position: Service Desk Analyst
Reports to: Hiring Manager
Work Location: Monterrey, N.L.
- _Must be Bilingual_
Job Summary:
About Us:
DYOPATH, a leading Managed Service Provider (MSP) was founded to empower organizations by delivering trusted IT solutions. At DYOPATH we pursue both purpose and success, knowing one will ultimately lead to the other. Our core values foster a culture that promotes accountability, excellence, exceptional customer service and sustainability. Our team is passionate, fun, creative and courageous in communications.
- Essential Duties:
- The Service Desk Analyst will perform the following key functions:
- Provides technical customer support by taking inbound calls using ITIL based best practices
- Performs diagnosis, investigation, and resolution of Incidents to meet customer SLA’s
- Creates and fulfills service requests to exceed customer SLA’s
- Identifies, researches, and resolves technical hardware, software, or networking issues
- Delivers timely notifications and assignments to appropriate field representatives
- Provides generalist support to customers utilizing multiple tools, technologies, and accounts
- Documents, tracts, and monitors inquires and solutions using Standard Operating Procedures
- Communicates statuses of projects and issues to managers and Service Desk employees
- Escalates issues in real time per escalation procedures
- Performs root cause analyses and generates reports
- Acts as a Subject Matter Expert for assigned accounts
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