Global service desk analyst - it multinational

Key Responsibilities
• Provide 1st and 2nd line support to internal and external customers and promote use of the Self-Service portal.
• Respond to incidents and requests logged with the Global Service desk according to SLAs, documenting actions and closures.
• Embrace and follow best practice methods for all process requirements.
• Track, route, and redirect tickets to the appropriate resources.
• Escalate unresolved issues to higher levels of support.
• Operate within a 24/7 follow-the-sun service model in a multi-site global organization.
• Follow up with customers, offer feedback, and resolve issues promptly.
• Respond to ticketing and monitoring system alerts as a priority.
• Liaise with 3rd-party suppliers and internal teams to resolve issues.
• Act as a liaison for Digital Technology requests, handling desktop and infrastructure-related issues, and occasionally covering office support functions (hardware, software, etc.).

Qualifications & Experience
• Fluent English written/verbal communication skills with both non-technical as well as technical audiences.
• Experience providing end user support services in a technical environment. You should be comfortable using IT service management/service desk software (preferably ServiceNow).
• Knowledge and support experience for Microsoft Office suite of applications and collaboration tools (Office 365, Microsoft Teams, etc.)
• Strong analytical and technical skills supported by excellent written and verbal communication, applying effective troubleshooting procedures to help resolve end user queries.
• Can communicate clearly via telephone, email, or webchat and display strong listening skills to fully understand a customer’s issues and needs.
• Exceptional interpersonal skills and end user engagement, including teamwork, collaboration and facilitation.
• Track record of success in team environments.
• Willingness and ability to work some flexible hours to meet service requirements.
• Demonstratable understanding of IT Service Management best practices.

Profesional

Universitaria

Ingeniería de sistemas Computación

3 años de experiencia

1 Vacante