Analyst, Service Desk/Analyste, Centre de Service

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Descripción

RESPONSIBILITIES Ensure systems, software, and mobile devices are UpToDate through system monitoring and regular upgrades. Coordinate incident and request handling processes Help in managing incoming incidents, tasks and interactions Provide network monitoring Provide technical support by phone and remote access as well as walk in support. Assessing, prioritizing, and fulfilling user requests and follow up as needed. Familiar with ServiceNow tracking system an asset. Provide first level incident and request resolution as first call resolution (FCR) when possible Timely dispatching of all incidents and requests not handled as FCR (ITIL Structure) Provide accurate description, information, and resolution notes into ticketing system Manage Active Directory, BES, and a variety of ERP accounts and services Manage users’ expectations including providing timely responses Work with team members and other IT members to ensure a consistent level of service Provide Telephone support using a Cloud based phone system Support Hardware and Software installations and configurations as defined by current standardized procedures Assist with the development and preparation of various processes and procedures, documentation, and projects. Maintain integrity of PC and communications asset management Seeking opportunities to improve user satisfaction Deploy and configure desktops, laptops, and mobile devices using modern imaging or provisioning tools (e.g., Autopilot, Intune, MD

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