Descripción de la Oferta

For more than 20 years we have consolidated ourselves as a leading multi latina in retail and financial services with presence in Latin America and the Caribbean, bringing well-being to millions of customers through our more than 25 commercial brands, with operations in 26 countries and more than 13,000 employees.

General Purpose

We are looking to hire 20 Information Technology Service desk analyst to assess and optimize the performance of our end-user IT systems and software. You will be analyzing the performance of IT systems, resolving IT equipment and software issues, and providing IT support to our staff.

The ideal candidate for a service desk analyst should exhibit sound knowledge of IT system analysis and experience in an IT support role considering ITIL V4 and COBIT 5 best practices. A first-class service desk analyst will be someone whose IT expertise results in enhanced end-user support and system performance. who have questions or concerns about the services provided by their company.

Position main responsibilities:

- Testing and analyzing IT system and software performance.
- Resolving incoming client and personnel IT queries remotely via email and phone, or at the office.
- Prioritizing and resolving IT concerns and escalating serious issues to relevant stakeholders.
- Avoiding service interruptions by performing system installations, updates, and maintenance procedures.
- Preparing training manuals and FAQ materials for easy-access end-user guidance.
- Documenting processes and maintaining service desk records.
- Making recommendations to optimize IT performance and to prevent future problems.
- Collaborating with internal departments to ensure that IT needs are met.
- Keeping informed of advancements in IT.

Position requirements:

- Degree or Diploma in Information Technology, Information Systems, IT Security, Computer Science or related field.
- 2 years of experience in an IT performance analysis and end-user support role.
- Proven experience working with ITSM tools such as Jira, SM, SYS AID, MS Service In-depth and current knowledge of computer programs and hardware.
- Proficient in Microsoft Office, Office 365, Google Suite, Tableau, Qlink or Power BI
- Proven experience on Confluence, Sharepoint, notion, etc.
- Troubleshooting skills, problem solving skills and ability to work under pressure in a constantly changing environment.
- A team player with the ability to work independently and good at organising, prioritising and multitasking.
- Exceptional analytical and problem-solving skills.
- Advanced collaboration, communication, and interpersonal skills.
- Excellent organizational and time management skills.
- Advanced english level (B2 – C1)

Benefits:

- Remote work
- Attractive compensation package
- Annual performance bonus
- Equipment assignment
- Life and medical insurance
- Ongoing educational program
- Premium certification program related to the role
- Excellent work environment
- Growing opportunities

Experiencia Requerida

Educación Secundaria

Lenguajes