Service Desk Analyst - Spanish and English

JOB DESCRIPTION

Service desk analayst - Junior ( English and Spanish )

Scope of Service for Service Desk analyst

 Provide service desk support or contract point to end users based on operation hours (Monday - Friday)

 Accept and respond to all IT related incidents and requests. Ensure that the classification of the incidents and requests are accurate and track until resolution / fulfilment in the system.

 Escalate unresolved incidents or requests to the proper channels of support by contacting the designated Baker Hughes technical support team. End user will be informed of the estimated time whereby his/her ticket will be attended to.

 Manage all incidents/requests and act as an interface between the end-users and ’ IT personnel and the Field Operation team.]

Key Responsibilities of Service Desk Analyst:

 Under general supervision, responds to and diagnoses complex hardware, software and network related incidents in a customer focused environment.

 Prioritize and resolve issues identified by customers and other teams in a timely manner.

 Will work with IT Services functional teams and other team members to ensure issue resolution in accordance with Priority metrics.

 Updates customer on ticket status/resolution in accordance with Priority metrics.

 Ensure that incidents and requests are dealt with accordance to customer and priority needs.

 Escalate tickets as required.

 Abide by the IT service processes, procedures and work instructions set by including Code of Conduct and Core Values.

Language Communication - Spanish and English

RESPONSIBILITIES AND ASSIGNMENTS

Service desk analayst - Junior ( English and Spanish )

Scope of Service for Service Desk analyst

 Provide service desk support or contract point to end users based on operation hours (Monday - Friday)

 Accept and respond to all IT related incidents and requests. Ensure that the classification of the incidents and requests are accurate and track until resolution / fulfilment in the system.

 Escalate unresolved incidents or requests to the proper channels of support by contacting the designated Baker Hughes technical support team. End user will be informed of the estimated time whereby his/her ticket will be attended to.

 Manage all incidents/requests and act as an interface between the end-users and ’ IT personnel and the Field Operation team.]

Key Responsibilities of Service Desk Analyst:

 Under general supervision, responds to and diagnoses complex hardware, software and network related incidents in a customer focused environment.

 Prioritize and resolve issues identified by customers and other teams in a timely manner.

 Will work with IT Services functional teams and other team members to ensure issue resolution in accordance with Priority metrics.

 Updates customer on ticket status/resolution in accordance with Priority metrics.

 Ensure that incidents and requests are dealt with accordance to customer and priority needs.

 Escalate tickets as required.

 Abide by the IT service processes, procedures and work instructions set by including Code of Conduct and Core Values.

Language Communication - Spanish and English

Quem Somos ?

Somos parte do Grupo da Mahindra, empresa no valor de 21 bilhões de dólares, que emprega mais de 240.000 pessoas em mais de 100 países. O Grupo opera nas principais indústrias que impulsionam o crescimento econômico mundial, desfrutando de uma posição de liderança em tratores, veículos utilitários, after-market, tecnologia da informação e resortes de férias.

Nossas plataformas de inovação e recursos reutilizáveis conectam-se através de uma série de tecnologias para entregar um valor tangível para os nossos clientes. 

A Tech Mahindra representa o mundo conectado, oferecendo serviços e soluções de tecnologia da informação, inovadoras e personalizadas de acordo com a necessidade de cada cliente, permitindo que empresas, parceiros e a sociedade Rise™, trabalhem juntos.