Analista de MDA – turnos rotativos

This is a fully remote position, open to applicants in Argentina.

📋 Description

• Receive requests via ServiceNow, phone, and Teams chat in Spanish, English, or Portuguese.

• Log, classify, and categorize incidents and requests in ServiceNow.

• Conduct initial diagnosis and remotely resolve Level 1 cases.

• Provide technical and functional support by following defined procedures.

• Escalate cases that are beyond scope and document actions and reasons.

• Keep tickets updated, follow up on escalated issues, and communicate progress.

• Contribute to the knowledge base based on recurring incidents.

• Adhere to security policies and operational guidelines.

• Monitor service indicators: response time, first call resolution, and user satisfaction.

⛳️ Requirements

• Minimum of 1 year of experience in help desk or Level 1 technical support for end users, preferably in corporate environments.

• Advanced Portuguese is essential, with fluent conversation skills over the phone and experience assisting users from Brazil.

• Knowledge of Windows, Microsoft 365, and Teams.

• Understanding of access and credential management, VPN, and MFA.

• Support for notebooks, peripherals, printers, and mobile phones.

• Proficiency in ticketing tools and remote assistance.

• Experience in phone and chat support.

• Availability for rotating shifts and on-call duties during weekends and holidays.

• University studies.

• ITIL v4 Foundation certification is desirable.

• Experience with ServiceNow is a plus.

• Experience in regional services for multiple Latin American countries is preferred.

• Background in insurance, finance, or regulated environments is advantageous.

• Familiarity with softphones and call center telephone systems is desirable.

• Knowledge of mobile device management and Excel is a plus.

• Basic English is desirable.

🏝️ Benefits

• Excellent benefits.

• Opportunities for growth.

• Support in professional development.

• Inclusive and diverse work environment.