Service Desk Analyst

　　This position is only accepting applicants already located in Costa Rica

　　Why WWT?

　　Fueled by creativity and ideation, Worldwide Technology strives to accelerate our growth and nurture future innovation. From our world-class culture to our generous benefits, to developing cutting-edge technology solutions, WWT constantly works towards its mission of creating a profitable growth company that is a great place to work. We encourage our employees to embrace collaboration, get creative, and think outside the box when it comes to delivering some of the most advanced technology solutions for our customers.

　　WWT was founded in 1990 in St. Louis, Missouri. We employ approximately 10,000 individuals and close nearly 17B in revenue. We have an inclusive culture and believe our core values are the key to company and employee success. WWT is proud to announce that it has been named on the FORTUNE "100 Best Places to Work For®" list for the twelfth consecutive year!

　　Want to work with initiative-taking individuals that come together to form high-performance teams?

　　Come join WWT today!

　　As a Project Manager for Digital Operations, you will be the driving force behind managing, communicating, and assessing risks across cross-functional resources. Your mission? Ensure the timely completion of project deliverables, enabling the seamless execution of our sales Operation digital transformation strategy. This is not just a role; it's an opportunity to optimize processes and scale operations for a future-ready organization. We are not just changing the game; we're defining it. Our commitment to excellence and innovation has positioned us as leaders in the industry, and now, we are gearing up for an exciting phase of digital evolution in Sales Operations.

　　Responsibilities:

　　Collect information through a customer conversation, accessing support tools, and additional support staff (service resources) if needed Deliver consistently high levels of customer service 24/7/365 days a week (multiple shifts). Conduct timely triage and escalation in accordance with SLA requirements Address and resolve basic incidents and requests; log all incidents and requests; engage other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of your ability or responsibility Accurately document interactions, incidents, requests, and problems Create a positive customer support experience and build strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a professional attitude Ensure the end-to-end customer experience and provide a single point-of-contact for the internal or external customer Support multiple clients through customer service professionalism and insight Document resolutions and update self-help and knowledge bases Grow general knowledge of specific products, increasing ability to resolve requests on first contact Adhere to and support standards, policies, and procedures Provide clients with problem reference numbers and request numbers Enter all troubleshooting/resolution steps into the trouble ticket Understanding of SLA requirements for the customer Assist in cross training and communicate quick fixes Working knowledge of data and voice network conceptsResolve problems for clients via telephone, email, chat, and web sessions

　　Qualifications:

　　College education or 2 years' experience in an IT service desk environment Basic ITIL Certification a plus Experience supporting customer incidents, requests, and problems. IT Service Desk experience preferred. Excellent customer service skills.Knowledge of MS Windows, MS Office, and ServiceNow.Ability to adhere to defined processes and procedures and suggest improvements.Ability to work in a team environment and take initiative. Ability to effectively prioritize and handle multiple tasks simultaneously. Ability to work within project methodologies. Excellent written and verbal communication skills.

　　The well-being of WWT employees is essential. So, when it comes to our benefits package, WWT has one of the best. We offer the following benefits to all Costa Rica full-time employees:

　　Health and overall Wellbeing: Health, Dental, Telehealth, Employee Assistance Program 24/7, Wellness activities and engagement, Gym membership discount,Financial Benefits: Competitive Pay, Profit Sharing, Life and Disability Insurance, Tuition Reimbursement, Christmas Bonus (Aguinaldo)Paid Time Off: PTO & Costa Rica Holidays, Parental Leave, Sick Leave, Bereavement, Marriage leave, Adoption leave.Additional Perks: Nursing Mothers Benefits, INS Discount Program and more!

　　Diversity, Equity, and Inclusion is more than a commitment at WWT -- it is the foundation of what we do. Through diverse networks and pipelines, we have a clear vision: to create a Great Place to Work for All. We believe inclusion includes U. Be who U are at WWT!