About IntouchCX
IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.
About the Job
As a Senior Service Desk Analyst, you will play a key role in providing advanced technical support to end-users, ensuring the smooth operation of IT systems, and contributing to the overall efficiency of the organization. Leveraging the expertise, you will troubleshoot complex issues, mentor junior team members, and collaborate with cross-functional teams to enhance the quality of remote support services. You should be able to identify, capture, and organize information as knowledge assets for knowledge sharing. Support window includes all 24/7 office users as well as remote users at home location (WFH)
As Senior Service Desk Analyst, You Will…
- Provide expert-level technical support for hardware, software, and network-related issues
- Diagnose and resolve complex problems efficiently, ensuring minimal downtime for end-users
- Mentor and guide junior support analysts in problem-solving, troubleshooting techniques, and customer service best practices
- Conduct training sessions to enhance the skills of the remote support team
- Manage and prioritize escalated support issues, ensuring timely resolution and effective communication with end-users
- Collaborate with other support tiers and departments for seamless issue resolution
- Maintain accurate and detailed documentation of troubleshooting steps, solutions, and best practices
- Contribute to the development of a knowledge base and ensure its accessibility to the support team
- Optimize the use of remote support tools and technologies to enhance efficiency in issue resolution
- Stay informed about the latest advancements in remote support tools and recommend improvements
- Uphold a high standard of customer service, ensuring positive interactions with end-users
- Address and resolve challenging customer situations professionally and efficiently
- Identify opportunities for process improvement and actively participate in the implementation of new tools and methodologies
- Provide insights and recommendations for enhancing the overall remote support strategy
- Ensure adherence to cybersecurity best practices in remote support activities
- Stay informed about emerging security threats and implement measures to safeguard systems and data
- Improve existing processes through process gap analysis, reduction of process redundancies, enforcement of risks and controls and proposing automation
- Develop reporting mechanisms to measure ongoing performance and bottlenecks
- Provide accurately and timely information to users in accessible formats
- Act as a liaison from Service Desk to L0 Service Desk and all other departments and business units
- Coordinate the knowledge article feedback to review the comments and assign to the knowledge or process owner to review the article
- Recommend improvements to the Knowledge or process owner
As Senior Service Desk Analyst, You Have…
- Must be a full time technical graduate
- Must have a minimum or 3-5+ years of experience in IT service Desk Operations and Technical Troubleshooting
- Must have good logical probing, understanding and troubleshooting skills
- Good to have experience in working on ticketing system tools like Jira, Service Now or Remedy
- Experience with remote support tools and technologies
- Familiarity with IT service management (ITSM) processes and tools
- Relevant certifications (e.g., CompTIA A+, Network+, ITIL) are a plus
- Must have exceptional English written and verbal communication skills
- Concentrated, hands-on experience in installing, diagnosing problems and training customers in the use of software and hardware
- Hands on experience on Windows OS, AD, User Administration along with other complex issues related to system, Network, Proxy and VPN
- Hands on experience in Major Incident Management
- Excellent knowledge of technical management, information analysis, and of computer hardware/software systems
- Experience in knowledge management content development (create, edit, validate and manage knowledge articles) or technical writing
- Clarity and understanding of process management and Process Improvement
- Excellent collaboration, facilitation and training skills
- Ability to follow SOPs and resolve issues
- Self-motivated and should have the ability to multitask with ability to think and act independently
- Strong critical analytical skills, excellent customer service skills
- Strong relationship-building skills, can network and work well with remote stakeholders
- Typing speed of a minimum 30 words per minute
- Ability to speak Spanish is plus but not compulsory
