Alia | Analista Help desk

hace 5 días


distrito federal, México Alia A tiempo completo

Firma mexicana conformada por un equipo humano experto, con más de 25 años de experiencia como consultores y especialistas en áreas de desarrollo humano. Ejecutamos procesos de atracción de talento especializado, para las más grandes organizaciones de México. Nos especializamos en la localización y selección de talento humano con perfiles de tecnologías de información y comunicaciones en todos sus niveles.
Conocemos a fondo el macro entorno del sector TIC y perfiles de alta Ingeniería donde somos especialistas.
Logremos juntos el fortalecimiento de las empresas

ANALISTA DE HELPDESK BILINGÜE (inglés) REQUISITOS:
  • Inglés avanzado: los clientes no hablan español, por lo que es indispensable hablar, comprender y escribir en inglés con fluidez.
  • Escolaridad: técnico, licenciatura o ingeniería en sistemas, informática o afines.
  • Disponibilidad de horario.
  • Experiencia: al menos 1 año en el mismo puesto (indispensable).
  • Vivir en CDMX o Estado de México. La firma de contrato y entrega de equipo es en nuestras oficinas. Este es un requisito indispensable y no negociable.
CONOCIMIENTOS:
  • Soporte remoto en diferentes sistemas operativos.
  • SAP.
  • Redes.
  • Time Remedy, Service Now o similares.
FUNCIONES Y RESPONSABILIDADES:
  • Atender solicitudes de soporte técnico: responder a las consultas y problemas técnicos de los usuarios por teléfono, correo electrónico o sistemas de ticket.
  • Diagnosticar problemas: identificar y diagnosticar problemas de hardware, software o red, utilizando herramientas de diagnóstico y técnicas de resolución de problemas.
  • Escalar problemas complejos: derivar problemas complejos o no resueltos a los equipos de soporte técnico de nivel superior, manteniendo una comunicación clara con los usuarios.
  • Registrar y documentar incidencias: registrar y mantener registros precisos de todas las interacciones de soporte técnico, incluyendo detalles del problema y solución proporcionada.
  • Cumplir con los SLA: garantizar que las solicitudes de soporte se resuelvan dentro de los acuerdos de nivel de servicio (SLA) establecidos por la organización.
  • Mantener la satisfacción del cliente: asegurar una experiencia positiva para el usuario final, manteniendo una comunicación clara y amigable durante todo el proceso de resolución de problemas.
  • Actualizar la base de conocimientos: contribuir a la base de conocimientos interna con soluciones a problemas comunes y procedimientos de resolución de problemas.
OFRECEMOS:
  • Sueldo: $18,000 a $20,000.
  • Horario: rolado, con un día de descanso rolado, dentro de una ventana de.
  • Plan de crecimiento y capacitación constante.

Si te interesa la posición, postúlate con tu CV por este medio. Esperamos conocerte pronto

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