Senior Service Desk Analyst
hace 1 semana
**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 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
Please provide a resume in English.
**_EEO/M/F/D/V - Please note that we will not be offering sponsorship for this role _**
**This is a full-time direct hire with benefits opportunity.
LI-Remote
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