Service Desk Analyst

Service Desk AnalystSantiago, Dominican Republic (Onsite)Full-TimeJPC - 20735
Solugenix is assisting a client in their search for a Service Desk Analyst. This is a full-time opportunity based out of Santiago, DR (Onsite).
As a Service Desk Agent on the Enterprise Service Desk, you will act as the first point of contact responsible for providing level one remote customer support, responding to incoming calls/emails/chats and ITSM Tickets, and providing resolution for Tier 1 issues. Scope includes technical support of desktop/laptop computers, applications, mobile phones, ancillary computer hardware, and printers. Responsible for basic account administration to address access issues for applications. Provide support for small projects that are limited in scope.
Qualifications:Advanced English Proficiency.Associate s degree or related job experience.2-3 years' experience in a helpdesk environment supporting both hardware and software.Experience with Windows 10, Office 365, and knowledge of Active Directory and ITSM Ticketing Systems.Experience using Automatic Call Distribution (ACD) systems. InContact Contact Center experience is a plus.Experience supporting desktops, laptops, and mobile devices.Certification in ITIL or HDI is a bonus.
Knowledge, Skill and Ability Requirements:Knowledgeable and skilled in applying basic IT troubleshooting principles to address Tier 1 issues.Working knowledge of Windows 10 Operating System, Office 365, basic computer network operation, and basic Active Directory administration.Ability to learn the basics of the Mortgage Origination or Mortgage Servicing business processes.Ability to gather and analyze basic facts and draw conclusions.Ability to communicate factual and procedural information clearly, orally, and in writing.Good interpersonal skills, with a focus on rapport-building, listening, and questioning skills.Ability to conduct research into a wide range of computing issues as required.Ability to absorb and retain information quickly.Ability to present ideas in a user-friendly language.Highly self-motivated and directed.Keen attention to detail.Good problem-solving abilities.Ability to effectively prioritize and execute tasks in a high-pressure environment.Exceptional customer service orientation.Sitting for extended periods of time.Dexterity of hands and fingers to operate a computer keyboard and mouse, and to handle other computer components.
Responsibilities:Provide first-level Call Center support. Answer calls in a professional, courteous, and helpful manner following standard operating procedures.Receive and respond to incoming calls, IM chats, and/or e-mails regarding PC and/or hardware problems.Perform remote analysis and diagnosis of technology-related problems. The Analyst will provide resolutions when possible or escalation when required.Follow all security guidelines and comply with all components of our privacy and security policies.Maintain up-to-date knowledge of business continuity and disaster recovery plans to ensure correct response in times of crisis.Accurately document all incidents and requests in the incident management system. All quality and regulatory procedures and documentation requirements must be followed. Document end-user identification information, including name, department, contact information, and nature of issue or request.Build rapport and elicit problem details from Service Desk customers.Prioritize and schedule workload to reduce resolution time for issues or requests.Resolve all routine problems, escalating only the most serious issues to the senior Analysts or Level 2 support.Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.Apply diagnostic utilities to aid in troubleshooting.Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.Identify and learn the appropriate software and hardware used and supported by the organization.Performs related duties as assigned by supervisor.
While this description is intended to be an accurate reflection of the position's requirements, it in no way implies/states that these are the only job responsibilities. Management reserves the right to modify, add or remove duties and request other duties, as necessary.
About SolugenixSolugenix is a leader in IT services, delivering cutting-edge technology solutions, exceptional talent, and managed services to global enterprises. With extensive expertise in highly regulated and complex industries, we are a trusted partner for integrating advanced technologies with streamlined processes. Our solutions drive growth, foster innovation, and ensure compliance providing clients with reliability and a strong competitive edge.Recognized as a 2024 Top Workplace, Solugenix is proud of its inclusive culture and unwavering commitment to excellence. Our recent expansion, with new offices in the Dominican Republic, Jakarta, and the Philippines, underscores our growing global presence and ability to offer world-class technology solutions. Partnering with Solugenix means more than just business it means having a dedicated ally focused on your success in today's fast-evolving digital world.