Service Desk Analysts

Objective

This role exists within the Cloud Management Center (CMC). The CMC is a 24/7/365 geographically diverse support team focused on delivering an excellent customer experience. This role is of key importance to the organization as Service Desk Analysts provide the first response to Incidents as they’re created. We are looking for candidates who are challenging hungry, want to grow their skills, and seeking diverse a role in IT.

Hard skills
  • Advanced English Speaker. English Level 85% or above (must).
  • Full Schedule Flexibility (must). Compressed schedules (4×3).
  • Availability to work at home (must).
  • At least 1 year of technical experience in a similar Service Desk role (must).
  • Previous experience in remote troubleshooting of devices, physical and virtual, including but not limited to Servers (Windows Server), VM’s (Citrix or VMWare hosted), Routers (basic IPv4 knowledge / No commands execution required), Switches (basic), Ethernet. (must)
  • CompTIA A+ (desired).
Soft skills
  • Experience in a role requiring direct customer technical/IT interaction.
  • Ability to work well in a cross-functional team environment
  • Excellent organizational and multitasking skills
  • Strong analytical skills for problem solving and quantitative analysis
Responsibilities
  • Provide positive, clear, consistent, timely, and logical communication, response, escalation, and technical support that aligns the account standards and procedures.
  • Daily duties will include: Inbound reception of customer calls to the Help Desk. Once the Service Desk Analyst is engaged, the SDA will either provide an active ticket number or the Service/Help Desk analyst will create a ticket and work with the caller to a resolution.
  • The SDA needs to feel comfortable working independently and able to read and understand instructions in English.  Many of the functions that they will be asked to perform are scripted via an SOP (standard operating procedure).  They will need to document that they have read and used the SOP, within the ticket itself.
  • Must be comfortable interacting directly with clients via phone, instant messaging, and email. Clear, spoken English is a requirement.
  • Provide concise, timely, accurate, informative, and logical documentation that follows the Incident Response Lifecycle.
Benefits
  • 100% Work at home
  • Growth opportunities
  • Compressed schedule 4 x 3

Explore the benefits we have for you!


Our collaborators can enjoy many great benefits.

Flexible schedules

Our teams have schedules that adapt to your needs. Rest assured that we have the right one for you, even if you are studying.

Development

We think about your professional growth, so at SYKES we have specific career plans to develop your skills day by day.

Compensation and benefits

Our collaborators can take advantage of discounts and agreements in universities, restaurants, among others.

Sykes Enterprises, Incorporated is a leading provider of multichannel demand generation and customer engagement services for Global 2000 companies and their end customers. SYKES’ differentiated full lifecycle solutions and services — digital marketing, sales expertise, customer service, technical support and more through multichannel delivery platforms — effectively engage customers at every touchpoint of the customer journey. Our complete service offering helps clients acquire, retain and increase the lifetime value of their customer relationships through cost-effective solutions that enhance the customer service experience, promote stronger brand loyalty, and foster high levels of performance and profitability.