Job Description

At ACT S.A. We are looking to incorporate an IT Services Analyst, who will be responsible for managing and providing timely attention to requests and incidents from internal and external clients, ensuring the continuity and quality of the service.



The main mission of the position will be to guarantee effective first and second level service, through the correct management, monitoring and resolution of tickets, complying with service level agreements (SLA) and contributing to user satisfaction.



Main functions:



- Receive, register and manage requests and incidents through the IT Services Desk.
- Document and update tickets in the management tool, ensuring process traceability.
- Ensure compliance with SLA and ticket aging control.
- Maintain constant communication with clients, reporting progress and managing requirements.
- Manage backup equipment, replacement and coordination with internal areas.
- Follow up on assigned requests until their timely closure.
- Provide attention through the telephone exchange during the work day.
- Manage quotes, purchases and dispatch of spare parts and consumables.
- Other related tasks.



Requirements:



- Higher level technician in computing, telecommunications or related field.
- Minimum experience of 2 years in MDA care positions, level 1 and 2 support.
- Management of ticket management tools (ideally GLPI or others).
- Knowledge of office automation.



Conditions of the position:



- Mode: Remote.
- Hours: Monday and Tuesday from 8:00 a.m. to 6:00 p.m. - Wednesday to Friday from 8:00 a.m. to 5:00 p.m.
- Income: $550,000 plus monthly bonus of $100,000 subject to compliance.
- Corporate benefits.



If you have experience in IT support, customer orientation and are interested in being part of a dynamic team, we invite you to apply and be part of our team.",