Service desk Support Anlayst - English and Portuguese

Service Desk Support Analyst - English and Portuguese

Published on JULY 25, 2024

Job type: Effective

Workplace: São Paulo - SP

Work model: Hybrid

Service Desk Analyst - Junior (English and Portuguese)

Scope of Service for Service Desk Analyst

Provide service desk support to Baker Hughes’ end users based on operation hours (Monday - Friday).

Accept and respond to all IT-related incidents and requests. Ensure that the classification of the incidents and requests is accurate and track until resolution/fulfillment in the system.

Escalate unresolved incidents or requests to the proper channels of support by contacting the designated Baker Hughes technical support team. End users will be informed of the estimated time when their ticket will be attended to.

Manage all incidents/requests and act as an interface between the end-users and Baker Hughes’ IT personnel and the Field Operation team.

Key Responsibilities of Service Desk Analyst

Under general supervision, respond to and diagnose complex hardware, software, and network-related incidents in a customer-focused environment.

Prioritize and resolve issues identified by customers and other teams in a timely manner.

Work with IT Services functional teams and other team members to ensure issue resolution in accordance with priority metrics.

Update customers on ticket status/resolution in accordance with priority metrics.

Ensure that incidents and requests are dealt with according to customer and priority needs.

Escalate tickets as required.

Abide by the IT service processes, procedures, and work instructions set by Baker Hughes, including the Code of Conduct and Core Values.

Actively participate in team goals and objectives as per Service Desk KPI metrics, ensuring the Service Desk KPI metrics are met:

• Average Speed of Answer (ASA) = not more than 60 seconds
• Customer Satisfaction (CSAT) = not less than 97%
• Daily average interaction = 25 tickets interaction
• Email backlogs = not more than 72 hours

Actively participate in projects, as assigned.

Required to perform overtime duties when needed.

Required to work on a shift roster.

Process Stages

• Step 1: Registration
• Step 2: Hiring