Service Desk Analyst
Há 6 dias
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.
- This position requires one year of customer service experience.
- It is mandatory to have previous experience with Microsoft Virtual technologies like AVD, Nerdio and FSLogix.
- 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.
- Organizational and problem-solving skills, a can-do attitude, and the ability to adjust to changing requirements are essential.
- 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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