Analista de Service Desk

We are looking for a Service Desk Bilingual ProfessionalDesired CompetenciesMust HaveStrong communication skillsLanguage skills English – Advanced or Fluent (customer communication, ticket resolution and main responsibilities will be conducted in English).Problem-solving and analytical thinking skillsEffective probing to quickly identify the heart of end-user problemsExperience working in application maintenance and customer servicePassion and strong interest in ITGood understanding of database structures, queries and toolsReady to learn every dayAttentive to changes in proceduresAttention to detailGreat team playerGood to HaveITIL 4Windows OSOffice365ServiceNowCitrixActive DirectoryUniversity degree - best in Information Technology or related field; additional courses will also be considered a plusKey responsibilities/Expectations from the RoleReceiving customer and internal requests and issues related to IT services at the 1st support level via various mediums (mainly e-mail or self-service portal, etc.)Reading and/or listening to problem descriptions, information needs and support requests, while showing customer understanding and empathy as well as safeguarding our business interests and limiting the company’s liabilities and risks.Properly documenting all necessary information in the ticketing system.Creating, following-up and updating tickets and assigning the correct priorities and categories.Interpreting and analyzing the available information for determining the course of action to resolve the incident or fulfill the request.Providing feedback, status and resolution information to the requestor and to the relevant stakeholders