Service Desk Analyst Tier I
San Jose de Costa Rica, San Jose, Costa Rica
hace 6 días


This role is responsiblefor the basic Service Desk task but work is closely supervised such as but notlimited to password reset, receiving calls, answering emails and ticket loggingusing the request fulfilment and incident management processes in line with theService Desk Objectives.


Handle e-mails within ITService Desk Queues and open incidents / requests based on the information gatheredfrom customers.

Provide first leveltechnical support by responding to queries over the phone or email.

Limited use and / orapplication of Service Desk procedures, processes and concepts with closesupervision.

Monitor own dormant ticketsassigned to the Service Desk Queues and provide necessary action for completionor escalating to the correct workgroup.

Accurately document thedetails of request or issue raised by user including the troubleshooting stepsperformed in the ticket.

Creates a positive customersupport experience through handling concerns in a highly professional manner.

Adheres to theorganization’s internal policies and procedures including shifting schedule andproper state usage in ININ.

Achieve the targets setbased on the standard KPI.

Follow specific detailedinstructions.

Follow-up with customer togain additional information or required document.

Utilize the KnowledgeManagement Tool in HP Service Manager to respond accurately and effectively torequests or issues.

Performsother duties as assigned Requirements

Education : BS ComputerEngineering / Information Technology

1-2 Years Experience inService Desk

Demonstrated basicknowledge and experience of the following platform / technology :

Windows Operating System(Microsoft Active Directory, Microsoft Windows 2003 or higher)

Hp Service Manager

Local Area, Wide Area andWireless Networks

ITIL v3 Foundation

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