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hace 4 días
Senior Service Desk Analyst About the Role: The 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 teamCompetitive salaryGlobal Reward and Recognition Program including company profit shareContinuous learning and developmentWFH working arrangementRoles and Responsibilities: Diagnose, prioritize, troubleshoot and resolve incidents where possible, or escalate where necessary, within Service Levels, following pre-defined 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 support.Required Experience: 2-year technical degree and 2-3 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 can-do 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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