Responsibilities:
- Provide initial assessment, Basic to Intermediate level troubleshooting, and where possible, provide resolution of inbound issues
- Record, track, monitor and follow up SLA breaches of incidents and service requests following the defined Incident Management Process
- Provide an accurate record of each incident description and resolution
- Manage resolution of issues efficiently and professionally manifested by a higher level of customer satisfaction
- Proactively identifies and reports potential Major Incidents and Problems to Team
- Lead for onward escalation to the appropriate team
- Escalate and coordinate unresolved incidents to the appropriate support team by consistently following defined escalation procedures
- Provide on-time status and communication to end users regarding outstanding and resolved incidents
- Provide consistent performance of the day-to-day tasks and assignments in compliance with required targets and metrics
- Maintain strong working knowledge of supported systems and continually strives to enhance knowledge through ongoing training,



reading, and participation in projects and improvement initiatives
- Communicate technical or operational issues encountered during the shift
- Proactively initiate the creation or update of KB articles
- Be familiar with and follow Technology procedures, policies, and processes diligently and accurately
- Provide backup support for other team members, as required
- Undertake assigned initiatives and projects and actively participate in improvement initiatives regarding tools and processes
- Perform simple to intermediate level tasks but not limited to:
- Network Account Lockout Tracing and resolution
- MobileIron Registered Devices: Administration of Accounts *Registering Devices ; *Unlocking of Passcodes; *Retiring of Devices ; *Unblocking Activesync
- 2-Factor Authentication Administration/Management of Accounts; *Provisioning of accounts; *Unlocking of accounts; *Setting Grace Period; *T

📌 Technology Help Desk Analyst I (Buenos Aires)
🏢 Baker McKenzie
📍 Buenos Aires