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Service Desk Analyst, JR. Horario 24/7 (honduras)
Serve as the primary contact for internal and external users' technical support needs
Honduras
Junior
3 weeks ago
GBM
GBM is a leading provider of IT solutions and services in Latin America, specializing in infrastructure, software, and consulting.
2 Similar Jobs at GBM
Primary Contact Position
The position is the primary contact point for users (external or internal) in identifying and tracking a service interruption. It channels internal incidents to the corresponding areas in GBM.
Responsibilities:
- Channel and register regional requests (IN or SR) that enter through GBM's authorized contact channels, ensuring their correct referral to the resolving groups according to established operational processes.
- Register service requests (incidents, change requests, problems) in the system.
- Ensure the proper registration, classification, referral, and attention of tickets, complying with the organization's guidelines, policies, and procedures.
- Provide follow-up to incidents and service requirements.
- Ensure compliance with the times defined by the organization for the Service Desk, through the timely escalation of incidents or service requests.
- Monitor the status and progress of incidents and service requirements.
- Escalate incidents or requirements according to the times established by the organization for the "Service Desk".
Requirements:
- Experience: 1 to 2 years in customer service and technical service desks.
- Education: University graduate or active university student.
- Technical knowledge: HVP equipment (Laptops, Desktops, TMU, Kiosks, Printers, POS), Servers (Lenovo, Dell, IBM), Storage, Cisco Equipment, IBM Software, Operating Systems (AS/400, AIX, Oracle, SQL, Linux, Redhat, Nutanix). Basics in HVP platforms, Servers, Networking, Software.
- Language: Intermediate English (Desired)
- Skills: Teamwork, customer service, adaptability, multitasking.
- Other desirable requirements: ITIL / CompTIA A+
- Rotating schedules: Night shifts (nights and early mornings), day shifts (Monday to Friday) or weekends (Saturday or Sunday)
About GBM
GBM is a leading provider of IT solutions and services in Latin America, specializing in infrastructure, software, and consulting.