Service Desk Analyst

Bogotá - Colombia

Monthly Salary: Not Disclosed

Posted on: 12 hours ago

Vacancies: 1 Vacancy

Job Summary

Description

This role is accountable for providing 1 st level support for internal Moneris end users related to desktop and mobile technologies and standard corporate desktop this role you will ensure timely response and resolution to incidents and provide How To support.

Responsibilities

Accountable for triaging and troubleshooting of moderate to complex level 1 incidents and problems generated by phone self-service and email along with resolution/root cause within service target timelines

Responsible for providing guidance and training to other members of the 1 st level support Service Desk team related to incidents and How Tos ensuring ongoing transfer of knowledge to support a high level of first call resolution

Responsible for contributing to our Knowledge Base by developing content monthly that would be beneficial as self-service articles to drive use of the Knowledge Base by end users and reduce inbound calls to the Service Desk

Maintains an understanding of standard applications supported by the End User Services team

Requirements

Advanced English
3 years of equivalent work experience in technical support or a people management role
Experience with end-user technologies including: Desktops laptops and mobile devices Meeting room technology
Operating systems: Windows MacOS iOS
Office 365 products: Teams OneDrive SharePoint Teams Voice
MCP WIN 10 certification
Azure experience
Understanding of ITIL processes and call tracking systems (e.g. ServiceNow)
Highly proficient in verbal and written communication with the ability to interact with all levels of the organization
Service Desk Team: After-hours On-Call support from 7 PM to 7 AM

Benefits

Fully remote work arrangement as a contractor
Competitive salary in USD
PTO days per year
100% company-covered international certifications
Access to coworking spaces
English classes
Engaging team-building activities
Personalized gifts
Welcome kit
Referral program

DescriptionThis role is accountable for providing 1 st level support for internal Moneris end users related to desktop and mobile technologies and standard corporate desktop this role you will ensure timely response and resolution to incidents and provide How To support.ResponsibilitiesAccountable ...