Service Desk Analyst (Región Metropolitana)

Brief overview of the role The Service Desk Analyst helps resolve user issues with computer hardware and software for internal colleagues. They provide exceptional standards of support to all our internal customers and support a variety of assets, products, services and platforms, acting as the single point of contact for all IT incidents and service requests. Using excellent problem solving and analysis skills they can determine the full scope of the user’s issue and how to resolve it. Exceptional standards of customer service are achieved by acting in a proactive and reactive manner with a strong commercial awareness. The Service Desk Analyst can work unrepentantly and part of their team to ensure that all performance targets are adhered to. Resolutions are provided effectively, in a timely manner and with proactive communication to ensure customer satisfaction. Reports to: Service Desk Lead Core Responsibilities Incident & Service Request Management Responding to requests and meeting SLAs Asset Management & Configuration Maintain the Asset Register for tracking, logging and correcting information to protect the organisation’s software and hardware assets & components. Continual Improvement Adopts & engages with agreed processes and new process improvements. Feeds into process efficiency and common ways in which processes are improved and optimised. Can spot or identify obvious issues with current processes for improvements. Customer Service Management Resolves user requests & support tickets. Empathises with the end user and has a strong commercial awareness. Use customer-focused metrics to achieve a satisfactory outcome. Builds relationships with colleagues across the organisation. Problem Management Demonstrates an understanding of and can identify problems, analysing and helping to identify the appropriate solution and understanding the root cause. Can classify and prioritise problems, document their causes and implement remedies. Reduce the frequency & impact Postúlate en Kit Empleo: kitempleo.cl/empleo/1dx2pf