Chile - Senior IT Service Desk Analyst (Valparaíso)

**You Belong Here Wherever in the World you find yourself.**

**We celebrate our wins as one team of many great people!**

With a vision for a connected world, Inchcape relies upon the expertise, diversity, and global network of our over 3,000 professionals, spread across 60 plus countries and in over 240 offices to help our partners _connect to a smoother, smarter ocean_.

**_ Integral Perspective_**
- we connect the world and see the bigger picture.

**_ The Power of People_**_ -_ we rely on the strength of local agent knowledge and relationships.

**_ Progress_**_ _- we adopt new thinking and push for positive change in our industry.

We know what matters. We never stand still. We always reach for more.

WeAreInchcape

**Business Need / Purpose of Role**: The **Senior IT Service Desk Analyst**reporting to the Regional IT Manager
- Americas is responsible for providing first and second point of contact for all Tier I level support and to troubleshoot Tiers II and III level of support for internal staff including analysis, diagnosis and resolution of IT technical problems ranging from common to complex whilst providing excellent customer service and prompt resolution of problems. Additionally supports the Inchcape Shipping Services (ISS) network and systems ensuring disruptions are minimized, and leading projects when applicable.

**Objectives & Measurement
- Key Responsibilities**
- Provides Tiers I, II, and III level customer support managing customer expectations in a satisfactory and consistent manner.
- Using various productivity tools and a disciplined approach to probleM/Fault diagnosis, help create a first-class support response environment such that customer needs are met, and their own productivity is enhanced.
- Provides Regional Service Desk / Helpdesk administrator functions to resolve Tier I and where appropriate Tier II service calls, ensuring closure and keeping the customer abreast of progress throughout.
- Where necessary escalate to the appropriate authority, ensuring closure, and keeping the customer abreast of progress throughout.
- Ensures hardware standards are met according to SOP (Standard Operation Procedure)
- Meets all Service Level Agreement (SLA) targets, taking proactive action where improvements can be made.
- Maintains process and procedure documentation.
- Manages assets/inventory in our service desk system, Active Directory, and Intune.
- Physically setup workstations for local office staff and collect and store equipment when not in use.
- Flexibility to participate in departmental 24x7 rotating after-hours support rotation.
- Be an active team member supporting the Americas region, while providing local and remote customer service.
- Responsible for creating documentation, and SOP.
- Working together with other team members to maintain the IT inventory accurate across the regions.
- Responsible to deal directly with local vendors to work in quotations based on Inchcape standards.
- Management of contracts directly with local vendors.
- Leading projects like new offices, network replacement hardware, and others.
- Licenses management, to ensure that we are using only what’s necessary.
- Follow up and revision of the ticket queue to ensure that our customers are receiving the proper feedback, and tickets aren’t breaching the SLA.

**Knowledge, Skills, and Abilities**
- Ability to translate technical information and be able to explain it to a non-technical audience in an appropriate manner.
- Be a customer advocate to ensure delivery of high-quality and timely customer experience from the organization.
- Ability to work independently with limited supervision, multitask and possess strong initiative, exercise independent judgment within established systems and procedures.
- Ability to manage multiple high priority efforts or competing priorities and the flexibility to adjust to changing requirements, schedules, and priorities.
- Ability to troubleshoot and repair various hardware components for printers, PCs, etc., preferred.
- Ability to identify, analyze, and solve problems involving several entities, people, or variables of a complex nature in a timely manner.
- Strong time management skills and ability to balance multiple projects simultaneously.
- Balance multiple tasks, changing priorities & operate within a deadline-oriented environment.
- Advanced communication (verbal, written and listening) skills in order to communicate at different levels throughout the organization.
- Bilingual, fluent English/Spanish or Portuguese/English written, and verbal communication, preferred.

**Education, Qualifications, Certifications, and Licenses**

**Education/Experience**:

- High School diploma or GED equivalent required.
- Associate’s degree or equivalent in Computer Science, Information Systems, or recognized equivalent from an accredited university preferred.
- Ten (10) or more years of professional experience within a Tier 1, 2 and 3 Service Desk or Help Desk related role, sup Postúlate en Kit Empleo: kitempleo.cl/empleo/1e27oj