RoleDescription: ?Interfaces with end users to resolve complexproblems concerning system function which have been escalated through a ticket.Assesses diagnostic information and determines alternative courses of action.Recommends and implements process changes.?Provides guidance and training to agents onsystem and products to eliminate recurring errors for systems/products.Escalates issues or concerns as appropriate. Recommends changes to proceduresand processes; implements as approved.?Providing knowledge,resources and information to support agents?Provide recommendations for proceduralimprovements?Actively contribute towards actions to reducetickets to the ServiceDesk?Proficient with Authentication and Security/ OperatingSystem/Applications/O365 and other related technical issues.?Proficient with all ServiceDesk tools andprocesses?Willingness to workas per Business requirement?Excellent written& spoken communication skills with working knowledge of Excel andPowerpoint.?Flexible to work indifferent shifts; ?Proficiency inEnglish and Spanish Language (Read/Write/Speak/Understand)Responsibilities?Create/update/maintain knowledge documents(KB?s) as and when required?Diagnose problemsand take corrective actions?Perform high leveldata analysis?Work closely withData Analysts to reduce repetitive incidents and with Problem Manager foreffective Incident volume reduction?Identify automationopportunities and be part of new projects?Ability tomulti-task and prioritize?Ability to managecommitments to End User, manager, etc?Complete follow-onactions as appropriate?Work to achieveindividual and business metrics?Provide floorsupport when required to help frontline resolve complex issues.?Incorporate continual service improvementcapabilities and translate them into learning opportunities.?Work from Home during Business continuityscenariosMin.Qualification:Graduate in anystream preferably EngineeringMin.Importante empresa:4 yearsCertificationsRequired:Office 365, Windows OS, ITIL preferredJob Level:4