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Service Desk
Aviso de fuente externaen HCLTech
HCLTech seeks a Service Desk Analyst with IT support experience, troubleshooting skills, and 5 years in IT Service Desk operations.
Fuente externa - sin verificarhace 7 díasVigente hasta: 4 ene 2027
Salario
No especificado
Ubicación
Panama City, Panamá
Tipo de empleo
Tiempo completo
Modalidad
No especificado
Service Desk
Panama City, Panamá
Descripción del empleo
About the role
HCLTech seeks a skilled Service Desk Analyst with IT support experience, strong troubleshooting abilities, and proven efficiency in managing high-volume ticket queues.
Responsibilities
- Provide Level 1 and Level 2 IT support via phone, email, and ticketing tools such as ServiceNow and Vayusphere.
- Diagnose and resolve incidents related to desktops, laptops, printers, Outlook, VPN, network connectivity, and other end-user systems.
- Follow ITIL processes for incident and service request management.
- Escalate unresolved incidents to Level 2 or Level 3 support teams within agreed SLA timelines.
- Maintain accurate ticket documentation, use closure templates, and provide timely follow-up updates.
- Ensure strong ticket management practices while improving user satisfaction.
- Follow the three-strike user follow-up process.
Requirements
- 5 years in IT Service Desk operations.
How to apply
Apply directly on CazVid.
Datos clave
- Requires 5 years in IT Service Desk operations.
- Provides Level 1 and Level 2 IT support via phone, email, and ticketing tools.
- Uses ServiceNow and Vayusphere ticketing tools.
Preguntas frecuentes
What does the Service Desk role involve?
It provides Level 1 and Level 2 IT support and diagnoses and resolves incidents related to end-user systems.
What experience is required?
The role requires 5 years in IT Service Desk operations.
How can I apply?
Apply directly on CazVid.