Analista de Service Desk
Core
Provide omnichannel IT support and troubleshooting for over 150,000 associates globally, ensuring rapid incident resolution and high user satisfaction.
Role type
Senior Service Desk Analyst (IT Support)
Builds
IT support services and digital experience for employees across the Americas region
Domain
IT Service Management / Consumer Goods
Required skills
IT Service Desk experience, technical troubleshooting, customer experience focus, English (intermediate/advanced), higher education in IT or related field
Preferred skills
ITIL best practices, ITSM tools (ServiceNow), collaboration platforms, Spanish language
Technologies
ServiceNow, ITSM platforms, AI chatbots
Responsibilities
Provide omnichannel IT support and resolve incidents within SLAs, perform end-to-end technical analysis and root cause investigation, proactively communicate status to users, collaborate with L2/L3 support teams, act as technical reference for specific areas, participate in digital modernization projects
