IT Support Analyst

Description

Job Summary: This role involves managing HelpDesk incidents, logging requests, identifying and prioritizing issues, providing first-level support, escalating unresolved problems, and tracking solutions. Key Responsibilities: 1. Manage HelpDesk incidents and log requests. 2. Identify, prioritize, and resolve first-level incidents. 3. Escalate and track unresolved issues. \-Comply with procedures established by COLPER SOLUCIONES TECNOLOGICAS for handling HelpDesk or service desk incidents. \-Receive and register service requests originating from phone calls/email/in-person reports in the ticket management system. \-Identify incidents, service requests, changes, and problems; assign priority according to criteria agreed upon with the client. \-Resolve incidents, service requests, and changes that can be addressed at the first level (remote support); record such incidents in the ticket management system. \-Properly escalate incidents, service requests, changes, and problems unresolved at the first level to the client-defined resolution teams. \-Track incidents, service requests, changes, and problems assigned to you until resolution. \-Request user confirmation upon completion of service. \-Prepare and submit periodic final reports. Support services, projects, or activities requiring your participation, related to COLPER Work location: Ica, on-site Employment Type: Full-time, Permanent Salary: S/.1,200\.00 \- S/.1,500\.00 per month Work Location: On-site employment