Service Desk Pod Analyst

hace 4 días


San José, San José, Costa Rica Emerson A tiempo completo

**BASIC RESPONSIBILITIES**
- Billy and Oracle in a Box.
- With understanding on Service Desk procedures, processes and concepts with supervision.
- Creates a positive customer support experience through handling concerns in a highly
- professional manner.
- Create Active Directory account and mailbox using EPIC Tool.
- Assist the Project Lead in completing Oracle Projects on time.
- Coordinate with Responsibility Owner to gather the required approvals.
- Communicate with user and manager to follow up with necessary documents.
- Answer basic inquiry from customer related to user's account.
- Communicate to users the business requirements or policies for system access.
- Notify callers of request completion and log in credential.
- Utilize Service Now Management in completing a request.
- Adheres to the organization's internal policies and procedures including shifting schedule and
- Achieve /exceed the targets set based on the standard KPI.
**QUALIFICATIONS**
- Good written and oral communication skills
- Experience in Global Support
- Detail Orientation
- Teamwork & Collaboration
- Critical Analysis
- Process Orientation

**EXPERIENCE OR EDUCATION**

Student of BS Computer Engineering/ Information Technology or related area or

Previous IT Service Desk Experience (Tier 1, Tier 2).
**TECHNICAL SKILLS**
- Experience in IT Account Management - Service Desk Specific Knowledge & Skills
- Demonstrated basic knowledge and experience with the following platform/technology:

- Windows Operating System (Microsoft Active Directory)
- MS Office Products (Office 365)
- Oracle Applications
- JD Edwards
- AS400
- SQL
- Service Now


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