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Analista de suporte Job at Confidencial in Fortaleza, BR | LinkedIn 


Analista de suporte

Atuará com ITIL (Foundation), Redes (CISCO), Banco de dados, Serviço de e-mail (Exchange), Anti-vírus (Symantec), PMP, Storage (SNIA), IBM (Cognos, Tivolli, WebShepere, SOA), Hyper-V (MCITP), Linux (LPIC-2, LPIC-3), Windons (MPC, MTA, MCSE, MCSA), VMWAre (VCP5-DVC), Service Desk (CA Service Desk Manager) e Blue Coat (BCCPA).
Beneficios: Vale Transporte; Vale Refeição; Assistência Médica; Assistência Odontológica;
Formação Acadêmica: Ensino médio completo.
Experiência: Desejável experiência como analista de suporte.
Salário: A combinar
Cargo: Analista de suporte técnico
Empresa: Confidencial
Serviços de tecnologia da informação.
Ramo: Informática/ Tecnologia

IT Service Desk Supervisor job - Adventist IT- Adventist Health System - Altamonte Springs, FL | 


IT Service Desk Supervisor
Adventist IT- Adventist Health System - Altamonte Springs, FL
GENERAL SUMMARY: The Service Desk Supervisor, under the general direction of the Service Desk Manager, ensures Level One Contact Center support for all AHS-IS supported systems, applications, and equipment. They also provide leadership, coaching, managerial, technical, procedural, and process related assistance to the members of the Help Desk Team during their assigned shift.

  • Supervises, coaches, trains and leads the Service Desk Analysts so they are fully engaged with departmental objectives and are committed to working efficiently toward continuous improvement and service excellence.
  • Screens the qualifications and experience of applicants, interviews candidates and makes primary recommendations to hiring Manager.
  • Supervises and performs coaching, ongoing education, performance appraisals, counseling and general management of assigned Service Desk Analysts. Provides promotion recommendations to Manager.
  • Proven ability to multitask, establish partnerships across teams, and proactively address issues and opportunities for improvement in a fast paced, high volume environment to ensure that priority issues are appropriately assigned and necessary resources are engaged.
  • Participates in Help Desk Leadership on-call rotation and interprets company policies as they relate to incident management and communications.
  • Records problems/concerns, establishes acuity level and does follow-up as necessary on reported incidents including escalation of problem/concern with the authority to bypass the standard escalation path as necessary.
  • Ensures that major technical, system or application issues (planned and unplanned) are appropriately addressed and communicated.
  • Provides positive impact to Help Desk operational strategies by conducting needs assessments, capacity planning, and cost/benefit analysis related to staffing and scheduling trends, identifying and defining productivity, quality, and customer service standards by contributing information and analysis to departmental strategic plans and reviews.
  • Participates in key cross-functional team meetings to provide information on Help Desk processes and serves as an area expert on issues which affect the quality and level of service provided to the customer.
  • Serves as Major Incident Manager in accordance with IT Service Management Guidelines.
  • Identify, design, implement and communicate process changes in order to improve productivity or employee satisfaction.
  • Adhere to IT Service Management policy and procedures for all in scope process areas.
  • Possess critical thinking skills and the ability to multi-task.
  • Demonstrates sound judgment, problem solving, decision making, organizational and analytical skills
  • Must be a customer service focused, self-motivated professional.
  • Ability to be resilient and successfully manage in a fast paced, dynamic contact center environment.
  • Strong interpersonal skills with a positive and enthusiastic attitude.
  • Ability to quickly learn system functionality with little or no documentation.
  • Collaborates with peers, Administrators, Department Managers, analysts and engineers regarding reported issues.
  • Demonstrated pragmatic approach to leadership and customer service.
  • Demonstrates poise in intense or stressful situations.
  • Ability to work well with people of varying levels of technical abilities.
  • Demonstrate excellent oral and written communication skills.
  • Demonstrate proficiency in troubleshooting and diagnosing of computer software and hardware issues.
  • Ability to successfully comprehend and support clinical applications.
  • Possess a high-level knowledge of industry standard service management tools (preferably CA Service Desk Manager)
  • Associate degree in related field required or a minimum of 3 years experience in IT with at least 2 years experience working as a supervisor, team lead, or Senior level analyst in a customer service or technical support contact center with experience in rapidly shifting procedures and processes
  • Bachelor’s degree in related field
  • A minimum of 3 years of experience working as a Service Desk Analyst and/or Level Two Support Analyst with a solid understanding of AHS-IS Help Desk policies, procedures, and processes.
  • HDI Support Center Team Lead (or higher) or ITIL Foundations (must be obtained within 6 months of hire date)
  • 1 additional current professional/technical certification (must be obtained within 6 months of hire date)
Supervises the Service Desk Analyst staff members.