IT Service Desk Analyst

hace 2 semanas

San José, Costa Rica TD SYNNEX A tiempo completo

**Job Purpose**:
This position's primary task and responsibilities are to provide exceptional 1st level client support and services within the Americas region (Canada, U.S., Latin America) for both our internal co-workers, external business partners and customers.

This position require effective communication and collaboration with multiple IT and Back office support teams. It is priority to maintain service level agreements (SLAs) set by the organization for IT problem resolution and request fulfillment.

The role will include creating/triaging new incidents and service requests, gathering additional data from the requestor, performing technical troubleshooting and resolution. Where necessary, the analyst will escalate incidents and requests to other levels within IT per the urgency and impact.

**Responsibilities**:

- Support the Service desk for major incidents and occurrences, reporting all relevant information to the Team Leader and Management structure.
- Assists team in meeting individual, team and organizational service level agreements and customer satisfaction. Primary role to meet this goal is to ensure that incidents and service requests are managed in a timely fashion.
- Participates in training to continually increase technical, customer service and interpersonal skills needed to meet service requirements and enhance customer satisfaction. Continually strives to learn and share knowledge.
- Contribute ideas and implement to improve IT processes/services.

**Knowledge, Skills and Experience**:

- Can maintain a positive and upbeat personality that welcomes growth amongst teammates, co-workers, internal and external customers.
- 2 years of experience in Customer Service field required.
- 1 year experience in IT field preferred, but not required.
- Associate Degree with IT or technically related field of study preferred, but not required.
- Other Education / Certifications: - Degree in Computer Science or other applicable IT areas preferred, but not required
- Basic Microsoft O365 knowledge
- Able to execute instructions and to request clarification when needed.
- Possess basic clerical and data entry skills.
- Able to perform basic mathematical calculations.
- Able to recognize and attend to important details with accuracy and efficiency.
- Able to communicate clearly and convey necessary information.
- Able to converse and write effectively in English and/or any other regional language.
- Able to interact effectively with all levels of management.
- Possesses strong multi-cultural interpersonal skills.
- Able to constructively work under stress and pressure when faced with high workloads and deadlines.
- Able to maintain and promote social, ethical, and organizational standards in conducting internal and external business activities.
- Able to work independently with minimum supervision.
- Able to maintain confidentiality of sensitive information
- Able to build solid, effective working relationships with others.
- Able to exhibit ability to be sensitive to the needs, concerns, and feelings of others.
- Able to quickly learn new systems and technology.

**What's In It For You?**
- ** Elective Benefits**: Our programs are tailored to your country to best accommodate your lifestyle.
- ** Grow Your Career**:Accelerate your path to success (and keep up with the future) with formal programs on leadership and professional development, and many more on-demand courses.
- ** Elevate Your Personal Well-Being**: Boost your financial, physical, and mental well-being through seminars, events, and our global Life Empowerment Assistance Program.
- ** Diversity, Equity & Inclusion**:It's not just a phrase to us; valuing every voice is how we succeed. Join us in celebrating our global diversity through inclusive education, meaningful peer-to-peer conversations, and equitable growth and development opportunities.
- ** Make the Most of our Global Organization**: Network with other new co-workers within your first 30 days through our onboarding program.
- ** Connect with Your Community**: Participate in internal, peer-led inclusive communities and activities, including business resource groups, local volunteering events, and more environmental and social initiatives.

At TD SYNNEX, we're proud to be recognized as a great place to work and a leader in the promotion and practice of diversity, equity and inclusion. If you're excited about working for our company and believe you're a good fit for this role, we encourage you to apply. You may be exactly the person we're looking for

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