End-to-End Support Specialist

1 semana atrás

Santa Catarina, Brasil beBeeAnalyst Tempo inteiro R$72.000 - R$96.000
Job Overview

The Service Desk Analyst role involves delivering comprehensive end-to-end support in accordance with IT service level agreements. This requires partnering with end-users and technology groups to ensure that incidents are analyzed, resolved, and reported back within promised time frames.

Key Responsibilities

  • Facilitate incident response and resolution 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 ITIL processes and procedures.
  • Perform operational tasks, including 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.
  • Other duties as assigned.

Requirements

  • This position requires one year of customer service experience.
  • Previous experience with Microsoft Virtual technologies is mandatory.
  • Knowledge of PC hardware, computer operating systems, and software is required.
  • Able to communicate technical ideas to a non-technical audience, both verbally and in writing.
  • Typical desktop computer software skills, including Microsoft Office and email, are necessary.
  • Ability to work independently and within a team.
  • Customer service skills, including managing different customer situations, are essential.
  • Organizational and problem-solving skills, a can-do attitude, and adaptability are also required.

Educational Requirements

  • Associate degree in Computer Science, Information Technology, IT Engineering, or related field, or equivalent work experience.
  • ITIL knowledge is strongly preferred.

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