Analista MDA SR

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 as appropriate.

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

• Conduct initial diagnosis and remotely resolve Level 1 cases.

• Provide technical and functional support to users by following established procedures.

• Escalate cases that exceed scope, documenting actions and reasons.

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

• Contribute to the knowledge base based on recurring incidents.

• Adhere to security policies and operational guidelines.

• Monitor service indicators, including response times, first-call resolution, and user satisfaction.

• Collaborate within a team of 11 analysts under a Service Coordinator, following ITIL best practices.

⛳️ Requirements

• A minimum of 2 years of experience in help desk or Level 1 technical support for end users, preferably in corporate environments.

• Knowledge of Windows, Microsoft 365, and Teams.

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

• Support experience with laptops, peripherals, printers, and mobile phones.

• Proficiency in ticketing tools and remote assistance applications.

• Experience in phone and chat support, demonstrating good communication skills and user orientation.

• Availability to work in rotating shifts and weekend and holiday on-call duties.

• Basic proficiency in English and Portuguese.

• ITIL v4 Foundation certification is a plus.

• Experience with ServiceNow is preferred.

• Experience in regional services across multiple Latin American countries is advantageous.

• Experience in insurance, finance, or regulated environments is valued.

• Experience with softphone and call center telephone systems is appreciated.

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

🏝️ Benefits

• Excellent benefits.

• Opportunities for growth.

• Support in professional development.

• Inclusive and diverse environment.