Responsibilities

JD- Service Desk/ Support Analyst L1

• Sound knowledge of ITIL processes (incident, change and problem management)

• Basic understanding of the relationships of complex IT infrastructures (OS, database, storage, network, etc.)

• Efficient way of working and analytical skills

• Fluency in English and Spanish

• Desirable: existing experience with a ticket system (ServiceNow, CISM, etc.)

• Qualification, creation, and routing of tickets according to ITIL (incidents, changes, tasks, etc.)

• Opening service requests from different manufacturers

• Access management: Verify and log accesses

• Escalation management: participation and initiation of crisis meetings

• In your role as a support analyst, you are an extremely valuable link between production and the other specialist teams.

• Active Directory

• Ticketing System

• Troubleshooting