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AI Summary
Provide Tier 1 technical phone support and incident resolution for professional drivers and internal users. Responsibilities include troubleshooting hardware and software issues and documenting all requests using ServiceNow.
Company Overview:
Global Technology Services is a rapidly expanding organization situated in Medellín, Colombia. We pride ourselves on possessing one of the most influential networks within software development and IT services for the entertainment, financial, and logistics sectors. Our corporate projections offer many opportunities for professionals to elevate their careers and experience substantial growth. Joining our team means engaging with expansive engineering teams across Latin America and the United States, contributing to cutting-edge developments in multiple industries.
We are seeking a dedicated Junior Service Desk Analyst to join our team and provide support and troubleshooting for our drivers.
Position Title: Junior Service Desk Analyst
Location: Remote - Colombia
What you will be doing:
The Service Desk Analyst provides support for basic incident resolution and requests reported to the division service desk. As the single point of contact between the service provider and the users, they are responsible for collecting information through a customer conversation, accessing support tools, and engaging additional support staff if needed. Problems beyond the scope of their ability are resolved by escalating problems promptly to level two support, or service desk management. Your responsibilities will include:
- Provide Tier 1 technical phone support for our Professional Drivers. Troubleshoot and solve issues related to the Edge Connect Tablets, CVDs, Drive Werner Pro, Workflows/Jobs, Login Issues, Password Resets, and additional driver-related tasks.
- Perform password resets for both internal users and our Professional Drivers across multiple platforms.
- Accurately record, update, and document tickets/requests using ServiceNow. Monitor service desk tickets assigned to the queue and process first-in first-out based on priority.
- Process/fulfill requests submitted through the self-service portal.
- Provide Tier 1 application support for core platforms (Mastermind, Salesforce, Workday, etc.)
Requirements & Qualifications:
To excel in this role, you should possess:
- 6+ months of experience in troubleshooting and providing phone support.
- 6+ months of experience in customer support roles.
- Availability to work any schedule, rotating shifts.
- A logistics background/experience is preferred.
- Ability to work well under pressure
- Ability to define problems, collect data, establish facts, and draw valid conclusions to facilitate problem-solving
- Ability to interpret general technical questions
- Ability to follow instructions for resolving technical problems
- Excellent interpersonal, time management, and organizational skills; strong oral and written communication skills consistent with providing technical support and documenting this process
- Flexibility to accept change and handle multiple priorities
- Ability to communicate with end users and drivers.
Why you will love Global Technology Services:
- Join a powerful tech workforce and help us change the world through technology
- Professional development opportunities with international customers
- Collaborative work environment
- Career path and mentorship programs that will lead to new levels.
Join Global Technology Services and contribute to shaping the data landscape within a dynamic and growing organization. Your skills will be honed, and your contributions will play a vital role in our continued success. Lean Tech is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
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