🚀 About the role:
* We are looking for a Service Desk Analyst focused on helping us grow to Cinetix. The role specializes in delivers maintenance for a primary incident solution, and it is reported to the centralized division of service desk.
* Usually, responsibilities include initial test, allocation of the task, research, and resolution of primary incidents and requests concerning the use of application software and hardware products along with infrastructure constituents.
* The Service Desk Analysts typically offer the first point of contact with the client. During the incident resolving process, analysts work with other experts, vendors, and specialists to solve the incidents for the customers.
* Our team is a diverse group of engineers, marketers, cybersecurity, cloud, and infrastructure experts.
* We need a Service Desk Analyst with excellent communication skills and empathy. This role requires constant interaction with our customers, making communication, trust, and follow-up your best allies.
* Great teamwork skills are required to be successful in this position.
* The role is fully remote.
💪 About you:
* You must be passionate about problem-solving and are excited to join a rapidly growing team and rapidly expanding company. You are dynamic, with a talent for IT Support, motivated, and focused on results, in a way that supports the fulfillment of the post-sales objectives that Cinetix proposes. For you, no challenge is too big or solution too small.
🟡 Requirements:
* Associate's or bachelor's degree in computer science, information systems, or similar.
* Experience in services desk or related to the IT support roles in the B2B sector.
* Exceptional analytical and problem-solving skills.
* Excellent organizational and time management skills.
* Strong understanding of business processes, as well as the use of CRM.
* Knowledge of Windows, Linux, and document management.
* Customer-obsessed, detail-oriented, and enthusiastic team player.
* Conversational level in English – Spanish.
* Good data analysis skills.
* A clear understanding of IT.
🟡 Responsibilities include:
* Incident, request, problem and knowledge management.
* Provide first-level contact, convey resolutions to customer issues and follow up.
* Properly escalate unresolved queries to the next level of support.
* Utilize excellent customer service skills and exceed customers’ expectations.
* Ensure proper recording, documentation and closure.
* Resolving incoming client and personnel IT queries remotely via email and phone.
* Documenting processes and maintaining service desk records.
* Documenting records of actions taken.
* Making recommendations to optimize IT performance and to prevent future problems.
* Ensure compliance with the SLAs committed to Cinetix clients.
* Collaborate with other divisions of the company, including sales and customer service teams, to ensure complete customer satisfaction with the product and the organization.
🟡 Main KPIs:
* Tickets by status.
* First response time.
* Customer satisfaction.
* Average resolution time.
