Senior Service Desk Analyst

hace 2 semanas


Buenos Aires, Argentina Hansen Technologies A tiempo completo

Senior Service Desk Analyst

About the Role:

Senior Service Desk Analyst supports a wide range of systems and platforms both internally and externally. The analyst's role is to perform initial diagnosis and wherever possible resolve incidents and requests in a timely manner for the end-user and where necessary escalate issues to other support teams and perform incident management.

Working as part of our team you will have:

  • Collaborative and supportive team
  • Competitive salary
  • Global Reward and Recognition Program including company profit share
  • Continuous learning and development
  • WFH working arrangement

Roles and Responsibilities:

  • Diagnose, prioritize, troubleshoot and resolve incidents where possible, or escalate where necessary, within Service Levels, following predefined processes accurately in an ITIL environment
  • Proactively develop knowledge articles to improve the resolution process and increase customer satisfaction in line with Continual Service Improvement strategies
  • Log all Incidents, Requests, Changes, and problems accurately following the practices defined for each process, including updates and merging of work.
  • Provide level 2 technical supports

Required Experience:

  • 2year technical degree and 23 years' experience working in a Service Desk environment
  • Experience troubleshooting
  • Spanish Speaking native and English fluent, verbal and written
  • Excellent written and verbal communication skills
  • Experience using ticket management tools such as Jira
  • Demonstrated Office 365 administrative and TEAMS skills
  • Demonstrated Active Directory and Exchange skills
  • A positive cando attitude towards both clients and staff
  • Ability to work "shift work" and "On-Call"
  • Ability to travel Internationally up to 30%

Preferred Experience:

  • Telecommunications industry

_EEO/M/F/D/V - Please note that we will not be offering sponsorship for this role _
**This is a full-time direct hire opportunity.
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