IT Service Desk Analyst
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Full-time
USD75.4K - 100K/year
~COP150M - 200M/year
+ Equity
+ Bonuses
Posted about 3 years ago
Responsibilities
The company's IT Service Desk team manages approximately 2000 user incidents per month along with supporting major incidents, changes, and requests.
This is an opportunity to join the IT Service Desk team. The role involves managing the speedy answer, response and resolution of all inbound incidents and requests via various channels. The candidate should have previous experience working within a busy Service Desk environment and have the ability to work to strict processes, tight deadlines and adhere to company set regulations and procedures.
Responsibilities:
- Taking personal responsibility for delivering on your objectives in line with our values
- Making sure that incidents and service requests are logged, progressed, and resolved according to our agreed standards and procedures
- Making sure that all steps you’ve taken when working on an incident or service request are clearly documented in the ITSM tool
- Adhering to standard operating procedures to complete service requests
- Escalating calls to appropriate teams
- Managing your customers’ expectations, ensuring that they’re kept updated on the status of their outstanding IT calls in line with expectations