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Service Desk Analyst

1 month, 1 week ago
Mexico, Philippines
Full-time
Entry Level
Customer Support
Customer and Technical Support
Oracle
Apply Now
Quistor

Quistor

Europe's largest JD Edwards consultancy, support, and application management provider, Quistor offers tailored IT solutions to meet unique business requirements for over 250 international customers.

Internet Software & Services
51-250
Founded 2005
View All Jobs 13

Description

  • Serve as the first point of contact for customers.
  • Carry out daily customer health checks and monitor systems for events, issues, problems, and errors.
  • Detect, filter, and classify incoming events.
  • Provide first-line investigation and diagnosis of incidents and service requests.
  • Record incident and service request details, including categorization and prioritization codes.
  • Resolve incidents and service requests that do not require escalation to IT.
  • Escalate incidents and service requests that cannot be resolved within agreed timeframes.
  • Perform agreed and documented technical tasks and change requests.
  • Communicate incident progress, upcoming changes, and agreed outages to users.
  • Work closely with delivery centres in the Netherlands, Spain, Czech Republic, Mexico, and the Philippines.

Requirements

  • Computer literacy with excellent technical skills at undergraduate level.
  • Ability to build extensive knowledge in Oracle systems.
  • Fluent English, both spoken and written.
  • Knowledge of an additional foreign language is an advantage.
  • Practical experience and/or knowledge gained through previous positions or education in a relevant field.
  • Strong organisation and communication skills.
  • Ability to work in shifts and 24×7 operations.
  • Experience working according to procedures and policies.
  • Ability to report clearly and accurately.
  • Stress-resistant, self-motivated, flexible, hardworking, and accurate.
  • Numerical and verbal reasoning skills.

Benefits

  • Competitive employee benefits.
  • Flexible work-from-home arrangements.
  • Training and development opportunities, both personally and professionally.
  • Opportunity to work in a global organisation with more than 20 nationalities.
  • International environment with local and globally operating customers.
  • Supportive culture focused on getting to know and support employees.

Interested in this position?

Apply directly on the company website

Apply Now

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