Service Desk Analyst - Monterrey, México - DYOPATH

DYOPATH

Empresa verificada

Monterrey, México

hace 1 semana

Publicado por:

Rodrigo Fernández

Reclutador de talento para beBee

Descripción

Title:
Service Desk Analyst

Work Location: Monterrey, N.L._
Status: Fulltime with Benefits_
Shift: Within 4AM to 9PM
Weekends between 9AM to 7PM shift to be determined_
Hours per Week: 42.5_
Salary: 17K 18K monthly depending on experience_
Require: _

Bilingual

Advanced English speaking/written skills_

Job Summary:

About Us:
DYOPATH, a leading Managed Service Provider (MSP) was founded to empower organizations by delivering trusted IT solutions. At DYOPATH we pursue both purpose and success, knowing one will ultimately lead to the other. Our core values foster a culture that promotes accountability, excellence, exceptional customer service and sustainability. Our team is passionate, fun, creative and courageous in communications.

Essential Duties:
The Service Desk Analyst will perform the following key functions:
Provides technical customer support by taking inbound calls using ITIL based best practices
Performs diagnosis, investigation, and resolution of Incidents to meet customer SLA's
Creates and fulfills service requests to exceed customer SLA's
Identifies, researches, and resolves technical hardware, software, or networking issues
Delivers timely notifications and assignments to appropriate field representatives
Provides generalist support to customers utilizing multiple tools, technologies, and accounts
Documents, tracts, and monitors inquires and solutions using Standard Operating Procedures
Communicates statuses of projects and issues to Managers and Service Desk employees
Escalates issues in real time per escalation procedures
Performs root cause analyses and generates reports
Acts as a Subject Matter Expert for assigned accounts