Senior Service Desk Analyst - Buenos Aires, Argentina - Hansen Technologies

Hansen Technologies

Empresa verificada

Buenos Aires, Argentina

hace 1 semana

Publicado por:

Sofía Rodríguez

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Descripción

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 predefined 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 supports

Required Experience:

2year technical degree and 23 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 cando attitude towards both clients and staff
Ability to work "shift work" and "On-Call"
Ability to travel Internationally up to 30%

Preferred Experience: