Service Desk Analyst

4 semanas atrás

Brasil Value2Biz Tempo inteiro

Service Desk Analyst

Overview

Under direct supervision, the Service Desk Analyst I delivers end-to-end support in accordance with IT service level agreements. By partnering with end-users and technology groups, the Analyst ensures all incidents are analyzed, resolved, and reported back within the promised time frames.

Compensation: $800 USD/month

Location Type: Remote

Job location: Brazil

Period: Permanent (3-month trial)

Responsibilities

  • Facilitate Service Desk incident response/resolution and service request fulfillment services by engaging clients via multiple communication channels and managing client expectations as the primary point of contact.
  • Troubleshoot issues to resolution or escalates to appropriate teams or vendors when necessary.
  • Support Microsoft virtual technologies including AVD , Nerdio and FSLogix
  • Document all reported issues, troubleshooting steps and resolutions in the incident management system.
  • Provide feedback, additions and updates to the knowledge base where applicable.
  • Follow established Information Technology Infrastructure Library (ITIL) processes and procedures.
  • Perform operational tasks, including, but not limited to, infrastructure, product development, and information security non-automated procedures.
  • Properly evaluate, troubleshoot, escalate, and document issues.
  • Complete work in a timely and accurate manner while providing exceptional customer service.
  • Stay current on the latest technologies, trends and strategies in use by the company
  • Other duties as assigned.

Qualifications

  • This position requires one year of customer service experience.
  • It is mandatory to have previous experience with Microsoft Virtual technologies like AVD, Nerdio and FSLogics.
  • Knowledge of PC hardware, computer operating systems and software is required.
  • Demonstrates ability to communicate across all levels of the organization, clearly articulating technical ideas to a non-technical audience, both verbally and in writing is required.
  • Knowledge of typical desktop computer software, including skills in Microsoft Office and email is necessary.
  • Ability to work both independently and within a team
  • Customer service skills, including the ability to manage and respond to different customer situations while maintaining a positive and friendly attitude are essential.
  • In addition, organizational and problem-solving skills, a can-do attitude, and the ability to adjust to changing requirements are essential.

Educational Requirements:

  • This position requires an associate degree in Computer Science, information Technology, IT Engineering or related technical field or equivalent work experience.
  • ITIL knowledge strongly preferred

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