Service Desk Analyst
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 escalates 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 FSLogics.
* 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 is required.
* 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