Global Service Desk Support Specialist

hace 2 meses


Paraíso, Paraíso, Costa Rica Edwards Lifesciences A tiempo completo

Job Summary:

The Global Service Desk Analyst is responsible for serving as the initial point of contact for end users, logging incident and service request details, and providing first-line investigation and diagnosis.

Key Responsibilities:

  1. Answer Help Desk phone calls and process Incidents & Service Requests
  2. Track and categorize incident and service request details, prioritize and close tickets
  3. Provide first-line investigation and diagnosis of complex incidents and escalate unresolved issues
  4. Monitor the Service Desk system and process tickets based on priority
  5. May provide coaching and training to lower-level employees
  6. Perform system administration tasks, including granting shared drive access, network account creation, and telecom administration

Requirements:

  1. H.S. Diploma or equivalent, 2 years of experience required
  2. Associate's Degree or equivalent in a technical field, preferred
  3. Experience resolving service requests, preferred

About Edwards Lifesciences:

Edwards Lifesciences is a global leader in patient-focused medical innovations for structural heart disease, critical care, and surgical monitoring.



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