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Alphanumeric Systems logo
Alphanumeric Systems

Make Your Mark!

IT Service Desk Analyst

AnalystAnalystPart TimeRemoteJuniorTeam 201-500Since 1979H1B No SponsorCompany SiteLinkedIn

Location

Portugal

Posted

91 days ago

Salary

€11.3K / year

Seniority

Junior

Bachelor Degree1 yr expExperience acceptedEnglishServiceNow

Job Description

IT Service Desk Analyst

Alphanumeric Systems

• Provide timely IT service desk support to contracted clients • Use defined procedures for responding to customer calls • Collect information from caller and document data elements in designated tool • Maintain records of all calls from customers using designated Service Management tool • Provide detailed documentation of all steps involved in resolving customer issues • Escalate issues to the appropriate department and personnel • Investigate, examine, troubleshoot, and solve hardware and software issues quickly • Maintain a pleasant demeanor and attitude in the day-to-day communication and interface with customers • Provide support and instruction for client products • Perform all procedures based on Standard Operating Procedures (SOPS) with associated testing • Update knowledge base for all clients • Unlock and reset passwords for user accounts • Resolve issues for clients using designated remote access tool • Ability to have flexible schedules to assist in responding to emergency support issues and situations • Other duties as assigned

Job Requirements

  • Computer Science or related degree and a minimum of 1-year previous IT support experience preferably in a call center environment and/or any equivalent combination of education and experience.
  • High proficiency in Windows and MS Office Suite applications. Excel basics (advanced would be a bonus).
  • Prior experience with any that are on this short list are a bonus: ServiceNow, NICE CXone/inContact, Halo.
  • Solid computer keyboarding, multiple monitor, and touchpad skills.
  • General understanding of various software and hardware.
  • Excellent written and oral English communication skills.
  • Excellent analytical and problem-solving skills.
  • Excellent customer service orientation.
  • Ability to adjust and adapt to situations in a timely manner.
  • Motivated self-starter, proactive with initiative to work and learn.

Benefits

  • private health insurance
  • compensation for the expenses incurred due to teleworking of a gross fixed amount of 50 euros (per month)

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