Help Desk Analyst - Tier 1 at BPO2B · Barranqui…

The Help Desk Analyst will provide global technical assistance to our client's employees and sites, addressing technology-related issues. This role involves offering support for various IT needs, managing user accounts, supporting custom applications, and ensuring the maintenance of incidents and requests. The analyst will also assist with IT procedures and policies, and be part of a rotating schedule to monitor system support emergency voice/mail. This position requires excellent technical skills and the ability to handle multiple tasks efficiently.

Responsibilities

• Provide first-level support for company-approved hardware, software, networks & mobile devices.
• Support custom applications developed for route delivery & sales.
• Process incoming incidents/requests via phone, e-mail, self-service & walk-up.
• User account management and maintenance via Active Directory, Oracle, etc.
• Provide technical support for ADP time clocks and work with vendor for repairs when applicable.
• Maintain Incidents/Requests within the tracking system and maintain Service Level Agreements related to Incident priorities, up to and including Severity 1 incidents.
• Assists with communications, documentation, and enforcement of IT procedures and policies.
• Monitoring of system support emergency voice-mail via mobile device on a 24hr/7day alternating schedule.
• Provide assistance in other technical functions as directed by management.

Qualifications

• English proficiency (Advanced).

• High school diploma.

• IT Service Desk experience.

• Working knowledge of monitors, scanners, Microsoft Active Directory, Microsoft Exchange, enterprise software applications (Microsoft, Oracle, custom applications, etc.), network printers, mobile devices, and enterprise mobility management tools (InTune, AirWatch, etc.).

• Relevant IT certifications (A+, Net+, HDI, ITIL, etc.) desired.