Service Desk Analyst

3 semanas atrás

Curitiba, Paraná, Brasil buscojobs Brasil Tempo inteiro
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 escalate 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
  • One year of customer service experience.
  • Mandatory experience with Microsoft Virtual technologies like AVD, Nerdio and FSLogics.
  • Knowledge of PC hardware, computer operating systems and software.
  • Ability to communicate across all levels of the organization, clearly articulating technical ideas to a non-technical audience, both verbally and in writing.
  • Knowledge of typical desktop computer software, including Microsoft Office and email.
  • 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.
  • Organizational and problem-solving skills, a can-do attitude, and the ability to adjust to changing requirements.
Educational Requirements
  • 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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