Service Desk Analyst (Level 1)

GENERAL DESCRIPTION OF POSITION 
 
We are currently seeking a motivated and customer-focused Service Desk Level Analyst (Level 1 call coordination) to join our team in El Salvador. This position offers an exciting opportunity to provide first-line technical support and assistance to our clients, this technician will act as the single point of contact for all incidents and services being provided to our customers. This role will be responsible for coordinating the delivery of services to our customers and incident management processes. The Service Desk Analyst must be capable of coordinating with the internal team to provide a high level of support and customer service. 

ESSENTIAL DUTIES AND RESPONSIBILITIES  

• Monitor incoming tickets, liaise, and communicate with the customer/partner/vendor, gather pertinent information regarding issues, and update the tickets. 
• Ensure tickets are properly updated. 
• Work to meet service metrics for all types of work required. 
• Escalate higher priority issues and escalations as per internal process - Monitor and take phone calls from customers, partners, and vendors. 
• Notify management when there are issues, risks, service metrics, or schedules that cannot be met. 
• Follow up on ongoing support issues and communicate with all parties involved. 
• Create and update documentation of internal and external operations processes. 
• Identify opportunities to enhance productivity, effectiveness, and operational efficiency. 

REQUIREMENTS  

• Good command of English (85%)  
• Education or experience in Information Technology 
• Education or experience in ITIL/ITSM methodologies 
• Experience in a Call center or Service Centre and IT Operations environment. 
• Knowledge of Information technology concepts, specifically in Virtualization, IT Infrastructure, data storage, networking, and Disaster Recovery 
• Service Desk and Incident Management skills. 
• Service Delivery and Engagement Coordination Skills. 

• Able to maintain a high work ethic. 
• Excellent analytical and problem-solving skills with the ability to think outside the box and be innovative and resourceful. 
• Ability to quickly learn new software and hardware technologies. 
• Strong time management skills with the ability to effectively prioritize work. 
• Strong written and verbal communication skills with the ability to communicate with all parties involved, In English