Overview
Under direct supervision, the Service Desk Analyst I delivers end-to-end support in accordance with IT service level agreements. By partnering with end-users and technology groups, the Analyst ensures all incidents are analyzed, resolved, and reported back within the promised time frames.
Compensation: $800 USD / month
Location Type: Remote
Job location: Brazil
Period: Permanent (3-month trial)
Responsibilities
Facilitate Service Desk incident response / resolution and service request fulfillment services by engaging clients via multiple communication channels and managing client expectations as the primary point of contact.
Troubleshoot issues to resolution or escalate to appropriate teams or vendors when necessary.
Support Microsoft virtual technologies including AVD, Nerdio and FSLogix.
Document all reported issues, troubleshooting steps and resolutions in the incident management system.
Provide feedback, additions and updates to the knowledge base where applicable.
Follow established Information Technology Infrastructure Library (ITIL) processes and procedures.
Perform operational tasks, including, but not limited to, infrastructure, product development, and information security non-automated procedures.
Properly evaluate, troubleshoot, escalate, and document issues.
Complete work in a timely and accurate manner while providing exceptional customer service.
Stay current on the latest technologies, trends and strategies in use by the company.
Other duties as assigned.
Qualifications
This position requires one year of customer service experience.
It is mandatory to have previous experience with Microsoft Virtual technologies like AVD, Nerdio and FSLogix.
Knowledge of PC hardware, computer operating systems and software is required.
Demonstrates ability to communicate across all levels of the organization, clearly articulating technical ideas to a non-technical audience, both verbally and in writing.
Knowledge of typical desktop computer software, including skills in Microsoft Office and email is necessary.
Ability to work both independently and within a team.
Customer service skills, including the ability to manage and respond to different customer situations while maintaining a positive and friendly attitude are essential.
In addition, organizational and problem-solving skills, a can-do attitude, and the ability to adjust to changing requirements are essential.
Educational Requirements
This position requires an associate degree in Computer Science, information Technology, IT Engineering or related technical field or equivalent work experience.
ITIL knowledge strongly preferred.
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