Technology Help Desk Analyst

hace 2 semanas

Buenos Aires, Argentina Baker McKenzie A tiempo completo

**Responsibilities**:

- Provide initial assessment, troubleshooting, and where possible, provide resolution of inbound issues
- Record, track, monitor and follow up SLA breaches of incidents and service requests following the defined Incident Management Process. Provide an accurate record of each incident description and resolution
- Manage resolution of issues efficiently and professionally
- Monitor ongoing jobs and ensure immediate resolution of the reported problem
- Proactively identify and report potential Major Incidents and Problems to Team Lead for onward escalation to the appropriate team
- Escalate and coordinate unresolved incidents to the appropriate support team by following defined escalation procedures
- Provide on-time status and communication to end-users regarding outstanding and resolved incidents
- Perform day-to-day tasks and assignments following operational processes in compliance with required targets and metrics
- Maintain strong working knowledge of supported systems and continually strives to enhance knowledge through ongoing training, reading, and participation in projects and improvement initiatives
- Communicate technical or operational issues encountered during the shift
- Recommend improvements and updates of KB articles
- Be familiar with and follow Technology procedures, policies and processes diligently and accurately
- Provide backup support for other team members, as required
- Perform other tasks as may be assigned by management

**Skills and Experience**:

- Some prior technology Help Desk experience in an enterprise environment following/aligned to ITIL best practices
- Good process methodology experience
- Possess the drive and ability to see problems through to resolution
- Attention to detail in terms of following defined processes diligently and accurately
- Shows initiative, sense of responsibility, and commitment to work
- Excellent customer service skills
- Strong interpersonal skills and the ability to work in a team environment
- Fluent in written and spoken English and Spanish (and other supported languages, if required)
- Willing to work on shifting schedule and work overtime as necessary
- Willing to work on holidays and weekends
- Ability to multi-task and prioritize in a fast-paced environment

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