Service Desk Analyst

Descripción de la oferta

Position Responsibilities:

Offer initial assistance to users via phone, email, or ticketing systems. Address common issues such as password resets, software installation, printer problems, and basic network troubleshooting.
Accurately log all service requests, incidents, and inquiries into the IT service management platform, ensuring detailed information is captured for each ticket.
Diagnose and resolve simple technical problems following established procedures and scripts. Provide step-by-step guidance to users to resolve routine issues.
Identify situations requiring advanced technical expertise and escalate tickets to Level 2 or appropriate support teams, providing all necessary documentation and background.
Communicate clearly and professionally with users, demonstrating patience, empathy, and understanding. Deliver consistent updates on the status of their requests.
Consult and contribute to the documentation of known issues, resolutions, and frequently asked questions in the organization's knowledge base.
Ensure all tickets are resolved in a timely manner, following up with users to confirm resolution and satisfaction, and closing tickets upon completion.
Facilitate the onboarding of new hires by preparing accounts, devices, and access to essential systems. Ensure that departing staff’s accounts are deactivated securely and that devices and data are properly managed in accordance with organizational policies.
Perform routine checks on critical IT systems as directed, reporting anomalies or failures to higher-level support staff.
Follow company protocols, security procedures, and data privacy guidelines at all times.

Required Skills & Qualifications:

Basic understanding of computer hardware, software, operating systems (Windows, macOS), network concepts, and common applications.
Ability to communicate technical concepts to non-technical users in clear, straightforward language.
Logical approach to troubleshooting and resolving common technical issues.
Friendly, patient, and professional demeanor in all user interactions.
Efficient time management and ability to prioritize multiple requests.
Willingness to work with other IT staff and support teams.
Comfortable working in a fast-paced environment and adapting to new technologies and processes.

Requirements:

High school diploma or equivalent required. Relevant IT certifications (e.g., CompTIA IT Fundamentals, A+) are preferred but not mandatory.
Prior customer service experience is highly beneficial. Entry-level IT support experience or internship is desirable but not essential; comprehensive training is often provided.
May require shift work, including evenings, weekends, and holidays, to provide 24/7 or extended coverage.
Work is typically performed in an office environment or remotely as part of a broader support team.
Standard office equipment such as computers, phones, and remote access tools are used regularly.

Requerimientos

• Educación mínima: Universidad / Carrera Profesional
• 2 años de experiencia
• Idiomas: Inglés

Palabras clave: servicio, service, mostrador, desk, expositor, exhibitor, analista, analyst

Hace 7 días (actualizada)

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