Analyst I

hace 10 horas

Buenos Aires, Argentina Baker McKenzie A tiempo completo

**Responsibilities**:

- Provide initial assessment, basic to intermediate level 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
- Provides an accurate record of each incident description and resolution
- Manage resolution of issues efficiently and professionally manifested by a higher level of customer satisfaction
- Identify and report potential Major Incidents and Problems to the Team Lead for onward escalation to the appropriate team
- Escalate and coordinate unresolved incidents to the appropriate support team by consistently 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, in compliance with required targets and metrics
- Maintain a strong working knowledge of supported systems and continually strive to enhance knowledge through ongoing training, reading, and participating 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 back-up support for other team members, as required
- Undertakes assigned initiatives and projects and actively participates in improvement initiatives regarding tools and processes
- Perform simple to intermediate level tasks but not limited to:

- M365 systems
- Active Directory Administration and Management
- Network Account Lockout Tracing and resolution
- Network remote connection and Multi-Factor Authentication
- Intune and mobile management
- Perform other tasks as may be assigned by management

**Skills and Experience**:

- Experience with Technology Help Desk in an enterprise environment following/aligned to ITIL best practices
- Good process methodology experience
- Has the drive and ability to see problems through to resolution
- Thoroughness in terms of following defined processes diligently and accurately
- Has initiative, a sense of responsibility, and commitment to work
- Has good customer service skills - Good interpersonal skills and ability to work in a team environment.
- Communication skills: Must be able to speak and write fluent English with advanced grammar and composition skills (ability to communicate in German and French is an advantage for a role in the Belfast Center; Spanish mandatory and Portuguese desired for a role in the Buenos Aires Center)
- Willing to work overtime as necessary
- Willing to work on shifting schedule
- Ability to multi-task in a fast-paced and stressful environment

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