Service Desk Analyst

Serve as the first contact point within the Service Desk offering level one support to customer associates and internal customers via phone calls, self-service portal submissions, live chat support and manage non-critical single user escalation requests.**Requisitos**:**Skills and Experience**: Minimum of 3 years of experience in Service Desk or similar environment Experience with ServiceNow ITSM usage and workflows Exceptional customer support and interpersonal skills Excellent written and verbal communication (with a focus on listening); Superior telephone etiquette Bilingual - Spanish-English (French/Swedish a plus) Requires strong interpersonal skills including initiative, problem analysis, attention to detail and sound judgment when making decisions Able to multi-task and open to assigned flexible hours and on-call rotation Aptitude to resolve technical issues and conduct system checks to ensure First Call Resolution Ability to communicate resolutions using business terminology Requires extensive working knowledge of all hardware/software concepts, including all supported Microsoft and network management tools Professionalism and inclusiveness within a team environment while working with all levels Ability to perform basic troubleshooting to identify root cause and resolve the issue or reassign the ticket as needed Educational requirements: 4 years of college or equivalent experience a plus but not required General knowledge of IT technologies, cloud architecture and supporting tools IT Service Management (ITSMv3) or ITIL Certification preferred AWS certifications a plus but not required Microsoft Certified Systems Engineer (MSCE) Certification a plus but not required Proficient with Microsoft Office365 toolsBeneficios**WFH-2 days Office (Ultra park II**: Lagunilla, Heredia) Private Medical Insurance Asociacion Solidarista Life Insurance Personal Day Off (paid leave) Personal Day Off due to marriage, childbirth, family death