Service Desk Analyst L1
4 semanas atrás
Imagine the sheer breadth of talent it takes to bring a better tomorrow closer to today. We don't expect you to 'fit' every requirement – your life experience, character, perspective, and passion for achieving great things in the world are equally as important to us.
The role
We are looking for a dedicated and proactive IT Support Technician to join Spanish line support as IT Service Desk Analyst. This role requires rotational 24/7 support operations with Work from Office and candidate will be the first point of contact for end-users issues. Will be responsible for diagnosing, troubleshooting, and resolving IT-related problems, providing timely and effective solutions to ensure minimal disruption to business operations.
1. Provide first-line support for a variety of IT issues including hardware, software, network, and application-related problems.
2. Escalate complex or unresolved issues to the appropriate L2 or L3 support teams, following internal procedures.
3. Diagnoses and resolves advanced IT related issues-Software's, O365 and Windows operating systems.
4. Assist with password resets, account lockouts, other user account management and Active directory / ARS platform knowledge.
5. Setup / Diagnoses and resolve MTR / AV related issue.
6. Document and track incidents and service requests in the ticketing system, ensuring accurate details and timely updates.
7. Monitor service desk queues and prioritize requests based on urgency and impact.
8. Install, configure, and maintain hardware devices such as desktops, laptops, printers, and mobile devices.
9. Assist with software installations and updates, ensuring systems are up-to-date and secure and Manage Intune device configurations and updates.
What you'll bring
1. Solid experience in Service Desk/Technical Support - L1.
2. A Bachelor's degree with Spanish as the primary language is desirable / bilingual (English & Spanish).
3. An ITIL certification is desirable.
4. Experience with tools like ServiceNow, Genesys, BeyondTrust (Bomgar).
5. Provide support through Calls, Emails and self-service tickets and should be willing to work in 24*7 rotational shift environment.
6. Excellent communication and customer service skills to support Global customers, with the ability to explain technical issues to non-technical users.
7. Experience with advanced Active Directory, O365, software installation, Printers and other standard applications.
8. Familiarity with networking concepts such as TCP/IP, DNS, DHCP, VPN, and Wi-Fi.
9. Good knowledge of ticketing systems (e.g., ServiceNow).
10. Strong problem-solving and troubleshooting skills.
Championing diversity, equity, and inclusion
Diversity, equity, and inclusion (DEI) are integral to our culture and identity. Diverse thinking, a commitment to allyship, and a culture of empowerment help us achieve powerful results. We want you to be you, with all the ideas, lived experience, and fresh perspective that brings. We support your uniqueness and encourage people from all backgrounds to apply and realize their full potential as part of our team.
How we look after you
We help take care of your today and tomorrow with industry-leading benefits, support, and services that look after your holistic health and wellbeing. We're also champions of life balance and offer flexible arrangements that work for you (role and location dependent). We're always looking for new ways of working that bring out our best, which leads to unexpected ideas. So here, you'll experience a sense of belonging, and discover autonomy, freedom, and ownership as you work alongside talented people you enjoy sharing knowledge with.
We're proud to say we're an equal opportunity employer and welcome all applicants for employment without attention to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran, age, disability status or any other protected characteristic.
Should you need reasonable accommodations during the recruitment process, please let us know so that we can do our best to set you up for success.
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