Service Desk Analyst

Essential Duties and Responsibilities

✅ Work as part of the Shift system on the IT Service Desk
✅ Receives and handles requests for service, following agreed procedures
✅ 1st line support: troubleshooting of IT related problems
✅ Promptly allocates calls as appropriate
✅ Logs incidents and service requests and maintains relevant records
✅ Identifies and classifies incident types and service interruptions
✅ Records incidents, cataloging them by symptom and resolution
✅ Monitors queues and assigns tickets to appropriate resources for troubleshooting and ticket resolution
✅ Monitors queues to ensure SLAs are maintained
✅ Assigns tickets that are out of scope to Service Desk / Other Teams
✅ Coordinates tickets that cross organizational boundaries to ensure customer satisfaction

Skills Required

✅ Technical Service Desk background
✅ Familiarity with ServiceNow
✅ Multi-lingual effective and fluent communication in English and Spanish (Spanish: Native / almost native)
✅ Excellent customer service skills
✅ Ability to troubleshoot and research application issues
✅ Ability to explain technical information to end users through effective verbal and written communication
✅ Ability to set priorities and handle multiple tasks
✅ Ability to determine the priority of a problem and act accordingly
✅ Adherence to Service Desk processes and procedures
✅ Positive, effective, and flexible contribution toward achieving team targets and objectives
✅ Highly effective team player
✅ Openly and willingly shares ideas, knowledge, and expertise
✅ Communicates constructively
✅ Willingness to learn new skills and remain open to different ideas and alternatives

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