Service Desk Analysteuu-615

Service Desk Analysteuu-615
Empresa:

Oracle



Área:

Otros

Service Desk Analysteuu-615

Detalles de la oferta

Guadalajara, Jal.Service Desk Analyst-2000088HPreferred QualificationsJob DescriptionService Desk Analysts are IT professionals who provide technical help for oracle employees 24x7x365 support. Analysts respond to inquiries on call, chat, web tickets, cloud support, and they evaluate and resolve issues relating to IT equipment and applications. They provide technical support for any aspect of the information systems unit, including system hardware, operating systems, applications, and networks.Usually, Service Desk Analysts work closely with an organization's IT department to provide assistance relating to work that may be outside the scope of their expertise. Service Desk Analysts provide support relating to common incidents, and they serve as a single point of contact for any system-related issue.Qualification/Requirements - Minimum 1- 2 years of relevant experience working as Service Desk analyst - Ability to diagnose and resolve basic technical issues - Good analytical skills to troubleshoot and fix hardware, windows and applications issues - Should be capable of performing multitasking tasks - Strong customer skills - Customer oriented - Should have excellent communication skills (Oral & Written) - Should be smart, enthusiastic and a good team player - Experience working on ticketing tools - Ability and willingness to work in an environment providing 24x7x365 supportJob Responsibilities - Serve as the first point of contact for employees seeking technical assistance over the phone or web or chat - Perform remote troubleshooting through diagnostic techniques - Provide the best solution based on the issue and details provided by end user - Provide accurate information on IT products or services - Direct un-resolved issues to the next level of support team - Walk the customer through the problem-solving process - Strictly Adhere to SLAs and procedures - Record events and problems and their resolution in logs - Pass on any feedback or suggestions by customers to the appropriate internal team - Identify and suggest possible improvements on procedures - Monitor the ticketing queues and work on the Aging Tickets - Research solutions using available information resources - Stay current with system information, changes and updatesDetailed Description and Job RequirementsAs a member of this fast-paced, leading edge database/applications company, work with the team to deliver real time 24x7 enterprise-wide technical support for internal and/or external customers. This includes, but is not limited to: user support of business applications, troubleshooting of technical problems and acting as a liaison between customers and resolving groups. As a member of the Help Desk, develop a complete understanding of the Oracle product line while providing phone support to internal employees and/or outsourcing customers. Assist in providing information and support to company field personnel regarding previously reported items and resolutions to increase productivity. Gather relevant information from customers in order to address problems of limited scope or escalate to next tier of support according to established procedures. Follow standard practices and procedures in analyzing situations or data where answers can be readily obtained. One to two years experience supporting medium to large applications, working directly with internal/external clients, and providing user support of IBM PC/Windows network custom business applications preferred. Experience with Microsoft Windows and MS Office applications, specifically EXCEL, Word, PowerPoint, and Electronic Mail preferred. Ability to develop a working knowledge of assigned company products, interact effectively with other technical and non-technical resources, and quickly establish comfortable and effective working relationships. Demonstrate ability to analyze and evaluate complex data, manage multiple tasks at one time, and problem solve to meet deadlines. Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans status or any other characteristic protected by law. El anuncio original lo puedes encontrar en Kit Empleo: https://www.kitempleo.com.mx/empleo/11463360/service-desk-analyst-euu-615-guadalajara/


Fuente: Neuvoo1_Ppc


Área:

  • Otros / Otros

Requisitos


Conocimientos:

  • Basic

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