2nd Line Support Analyst
hace 3 semanas
HAYS TECHNOLOGY IS THE BUSINESS CONSULTING LINE OF THE HAYS GROUP
We are looking for a Support Analyst (2nd Line). You will be responsible for the support and maintenance of computer equipment and systems that may be faulty. As such, your responsibilities include installing, configuring and upgrading hardware and software, as well as fixing any equipment malfunctions.
What will your duties be?
- Respond to Global Service Desk requests, ensuring accurate information is captured and documented within the ticket.
- Ownership of the ticket lifecycle when assigned, ensuring quality and timely updates, preventing tickets from becoming obsolete.
- Monitor active Service Level Agreement (SLA) and Key Performance Indicator (KPI) metrics to proactively maintain appropriate metrics, ensuring event triggers and notifications are monitored to ensure resolution within required timescales.
- Provide procedural solutions and/or Advice and Guidance as required.
- Provide data corrections as appropriate and in accordance with the process.
- Creation of MIR (Major Incident Reports).
Which are the requirements for this position?
- Strong experience with ASD/ Service Now.
- Excellent customer management and communications skills.
- English, Advanced level; Multinational Teams Environment.
What we offer?
- 100% Remote.
- Contract by hays (Freelance).
- Office Timetable (flexible): 9h -14h;15h -18h.
We are waiting for profiles like yours, passionate about technology and who want to face a new challenge. If this is your case, sign up for the offer so we can tell you more
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