Panama - IT Service Desk Analyst

hace 6 días

Panama ISS Group Holdings Limited A tiempo completo

**Who we are**:
At Inchcape, our vision is to have a connected world, in which our customers trade successfully and make better decisions in every port, everywhere. We use technology and our global network to help our partners connect to a smoother, smarter ocean. Inchcape combines its worldwide infrastructure with local expertise through our global network of over 240 proprietary offices, across 60 countries and a team of more than 2,500 committed professionals. Our diverse global customer base includes owners and charterers in the oil, cruise, container, and bulk commodity sectors as well as naval, government and intergovernmental organizations.

We have an ambitious growth model and a career here is certainly going to be a rewarding one that will allow you to bring your skills & experience. We embrace change and are open to new thinking and pushing for positive change in our industry.

Sound like the place for you?

**Business Need / Purpose of Role**:
**The IT Service Desk Analyst** is responsible for providing first and second line IT technical support to internal staff including analysis, diagnosis and resolution of IT technical problems ranging from common to complex. Supports ISS network and systems to ensure disruptions are minimized.

**Objectives & Measurement - Key Responsibilities**
- To provide first and second line customer support managing customer expectations in a satisfactory and consistent manner.
- Through the use of various productivity tools and a disciplined approach to probleM/Fault diagnosis, help create a first class support response environment such that customer needs are met and their own productivity is enhanced.
- Provide Regional Service desk / helpdesk administrator functions to Resolve level 1 and where appropriate level 2 service calls, ensure closure and keep the customer abreast of progress throughout.
- Where necessary escalate to the appropriate authority, ensure closure and keep the customer abreast of progress throughout.
- Utilize any defined processes and procedures to setup new customers (or removal of existing customers) ensuring all requirements are met including any security considerations.
- Ensuring license standards are met.
- Ability to travel at short notice and facilitate site IT support activities where appropriate.
- Meet all SLA targets, taking proactive action where improvements can be made.
- Maintain process and procedure documentation.
- Be an active team member and prepared for a 24*7 call out service pattern.
- Carry out other responsibilities as necessary.
- HSSE - Health, Safety, Security and Risk (Mandatory requirements)
- Accountable for assessing HSSE risk and implementing risk controls within area of responsibility.
- Accountable for reporting all accidents, incidents and near misses whether the persons are injured or not.

**Taking action within area of accountability to ensure the HSSE of both the job holder and other persons who may be affected by acts carried out or failed to be carried out by the job holder while at work.**

**Knowledge, Skills, and Abilities**
- Ability to define, document and work with the Global IT processes and procedures
- NT Server/N

**Education, Qualifications, Certifications, and Licenses**

**Education/Experience**:

- IT Degree or Certification
- English Proficiency: Advanced Level
- Prior Experience on Helpdesk

Why Inchcape Shipping Services?

We believe in building a diverse and high performing workforce, that works together to provide our customers with the exceptional service they deserve. To reach the highest standards we depend on our people, their welfare, training, and expertise. We realize the value of our staff and know that your unique experiences, skills, and passions will help you to build a rich and rewarding career in our dynamic industry.
- Global Perspective_ - we connect the world and see the bigger picture.
- The Power of People_ _-_ we rely on the strength of local agent knowledge and relationships.
- Progress_ _- we adopt new thinking and push for positive change in our industry.

In return, we will offer you:
A diverse range of benefits, depending on your geographical location. Globally as a minimum you will receive:

- Life assurance
- Healthcare
- Competitive salary
- Career development and progression opportunities
- Values Award celebration events
- Team building days

Plus, much more

Inchcape Shipping Services is looking for people who are willing to think about the future...and think big. We're looking for people who are ready to take on the most significant challenges of their careers.
- #ISSthebiggerpicture_
- Inchcape Shipping Services is an Equal Employment Opportunity Employer and equality; diversity and inclusion are at the center of everything we do. We recognize that our customers, colleagues, contractors, and other partners are central to our success and that we work in a diverse society. We acknowledge not only our legal, but also our moral responsibility to ensure a

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