IT Service Desk Analyst

We are the leading provider of worldwide smart end-to-end supply chain & logistics, enabling the flow of trade across the globe. Our comprehensive range of products and services covers every link of the integrated supply chain – from maritime and inland terminals to marine services and industrial parks as well as technology-driven customer solutions.

The primary role of the IT Service Desk Agent is to serve as the initial point of contact between end users and our technology teams.

This position entails managing all end user requests received via phone, instant message, and the self-service portal. It involves accurately documenting these requests in the service management platform, providing remote technical support, and aiding users across our operations in North and South America. The objective is to ensure the seamless functioning of IT systems while delivering outstanding customer service in line with our Service Level Agreements (SLAs).

Additionally, the IT Service Desk Agent is responsible for the appropriate escalation of issues to relevant teams, the monitoring and escalation of critical system alerts, and providing on-site support and IT hardware delivery as necessary.

KEY ACCOUNTABILITIES

• Respond to incoming support requests from users via phone, email, or ticketing system, ensuring timely and effective resolution
• Troubleshoot and resolve issues related to hardware, software, and networks for end users, providing clear and concise technical assistance
• Offer technical support for a range of devices, including desktops, laptops, printers, mobile devices, and other peripherals
• Install, configure, and perform updates on software applications and operating systems to ensure optimal performance and security
• Escalate unresolved issues to the appropriate IT teams, ensuring a seamless handover and continuity of support
• Accurately document support activities, solutions, and outcomes in the ticketing system to maintain a reliable knowledge base for future reference
• Maintain regular communication with users regarding the status of their support requests, providing updates and setting realistic expectations
• Adhere to standard operating procedures and best practices to uphold high standards in IT service delivery
• Assist in managing IT inventory and asset management records to ensure accuracy and accountability
• Contribute to the development of knowledge base articles and training materials, enhancing the self-service capabilities for end users
• Ensure effective communication and collaboration with all stakeholders, including IT teams, business units, and external partners. This role involves providing regular updates on incidents, changes, and problems, and collaboratively working to align IT services with business needs and expectations