IT Service Desk Specialist for IT Operations

hace 19 horas


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

Job Description

This role is responsible for monitoring team performance of inbound alerts and ticket queues to ensure service targets and goals are met on a day-to-day basis.

The successful candidate will prepare team performance reports and present them in Weekly or Monthly Operation Review Meetings with Level 1 and 3 groups.

In addition, they will help newly hired employees to successfully integrate into their analyst role.

The IT Support Analyst will assist the Service Desk manager in coordinating operational activities like resource coverage.

They will also provide technical support, coaching, and training (may include certification) to agents on incident resolution.

The IT Support Analyst will respond to escalations by working with stakeholders.

They will be aware of business developments and form partnerships with Level 1 and 3 groups to ensure operational efficiencies.

The work requires deeper and potentially specialized knowledge of supported customers and their technology, products, services, or business processes.

Key Responsibilities

  • Monitoring team performance of inbound alerts and ticket queues
  • Preparing team performance reports
  • Presenting reports in weekly or monthly operation review meetings
  • Helping new hires integrate into their roles
  • Coordinating operational activities like resource coverage
  • Providing technical support, coaching, and training to agents
  • Responding to escalations by working with stakeholders

Requirements

To be considered for this role, you must have:

  • An unrestricted Costa Rican work permit
  • Intermediate to advanced English language skills
  • A Bachelor's Degree in Computer Science, Information Systems, Engineering, or any other relevant field
  • At least 6 months of experience in service management processes and tools, including monitoring technologies and event management in complex IT environments
  • Experience in monitoring tools such as Big Panda, New Relic, Grafana, Prometheus, AlertManager

Benefits

This role will be eligible for Intel's hybrid work model, which allows employees to split their time between working on-site at their assigned Intel site and off-site.

What We Offer

  • A dynamic and supportive work environment


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