IT Support Desk Analyst

hace 2 días

Lima, Perú WTW A tiempo completo

**About the position**:
The Support Desk Analyst will be the first line of support for tickets created by internal (and possibly external) clients. Tickets should be acted upon and/or logged into the ticketing system. Tickets that are outside the scope of the position will be escalated to the appropriate group, and the Support Analyst may retain accountability for ticket management. He/she will also support in the case of Incident Management and is accountable for ensuring all Incidents are addressed and handled in a timely manner. This position is client facing and will have responsibility working with the client’s Support Team lead.

**Duties & Tasks**:

- Heavily communicate to internal/external clients with updates/request for information
- Advise user on appropriate action via ticket updates or other means of communication
- Log all interactions in detail - reaching out to requesters/technicians when necessary
- Administer/utilize help desk software
- Track and route problems and requests and document resolutions
- Identify and escalate situations requiring urgent attention
- Prepare reports utilizing Excel, SharePoint or other software as required by the Support Desk Manager (if required)
- Inform management of recurring problems
- Stay current with system information, changes and updates

**Required Knowledge and Skills**:

- 2+ years of experience
- Excellent oral, written, and verbal communication skills
- Excellent customer service orientation
- Problem analysis and solving
- Adaptability, flexibility
- Meet to review productions issues with production support team
- Planning and organizing
- Proven attention to detail and interpreting / note taking in meetings
- Working knowledge of Change Management, Service Level Agreements, and Information Security, Microsoft Office Suite

**Preferred Experience, Knowledge and Skills**:

- Basic familiarity with ITIL framework
- Proven experience with communicating to professional clients/providing adequate detail with correct grammar/spelling.
- Proven ability to multi-task with quality and efficiency
- Able to lead working sessions with multiple teams to determine a solution

**We are an equal opportunity employer

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