Descripción de la vacante

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; Troubleshooting failed One Time Pass (OTP) Active- Directory Administration and Management: Network Account Administration;Distribution and Security Group administration;*Admin Accounts Management and Administration- Perform other tasks as may be assigned by managementSkills and Experience:
- Some prior technology Service Desk experience in an enterprise environment following/aligned to ITIL best practices- Very good process methodology experience- Has the drive and ability to see problems through to resolution- Thoroughness in terms of following defined processes diligently and accurately- Shows initiative, a sense of responsibility, and commitment to work- Good customer service skills- Well-developed interpersonal skills and the ability to work in a team environment- Must be able to speak and write fluent English and Spanish with advanced grammar and composition skills- Willing to work overtime as necessary- Willing to work on a shift schedule- Experience in multi-tasking, fast-paced and stressful environment

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