Service Operations Analyst

hace 2 semanas


Colombia Sencinet A tiempo completo

Sencinet Service Operations Analyst (Technical and Quality Assurance) role is designed for companies that need to focus their resources on their core business, delegating the management and control tasks of the IT and Telecommunications infrastructure to a team of highly qualified professionals. prepared, equipped with advanced tools in order to achieve greater operational efficiency.

Sencinet Service Operations Professional has the primary objective of ensuring compliance with the SLA's service levels agreed with our clients, as well as achieving high levels of satisfaction over the entire service life cycle, getting involved and contributing in processes that can range from support in designing new solutions, going through tasks related to the operation and administrative issues to continuous improvement processes

**Responsabilidades e atribuições**
- Service management according to the best practices and processes based on an ITIL environment.
- 2nd / 3rd level support for incidents and requests.
- Reduction in response times to attend to incidents and requests.
- On-site customer support according to the role previously agreed upon.
- Show leadership in the solution of incidents and operational problems.
- Customer service level assurance (SLA).
- Handling both internal and external escalations to ensure the resolution of the incident.
- Preparation of reports according to customer needs.
- Capacity management and availability of services.
- Demonstrate and understand the importance of our services for our clients and assumes responsibility for resolving any request, query or problem.
- Ability to deal with complex situations in a professional manner with empathy and warmth, ensuring the best results for BT and the customer experience.
- Understand the client and be clear about the objectives of each one, holding honest conversations to manage their expectations.
- Specialized knowledge adapted to the client's needs.
- Identification of opportunities for improvement.
- Diagnose problems and manage the resolution with the relevant groups: Managers, Technicians, colleagues, suppliers and customer groups.

**Requisitos e qualificações**
Certificación CCNA vigente

Conocimientos Itil

Conocimientos Inglés

**Informações adicionais**
Debe estar ubicado en Medellín.
- Tenemos cultura de Startup - ambiente dinámico, flexible, innovador, colaborativo y muy retador.
- Valoramos la diversidad y el equilibrio entre vida profesional y personal.
- Tenemos beneficios geniales: plan de salud para todos los colaboradores (cónyuge e hijos) y seguro de vida para los colaboradores cubierto por la empresa, apoyo para transporte o estacionamiento en las oficinas, estacionamiento para bicicletas disponible en casi todos nuestros locales, beneficios de calidad de vida, seguro de vida entre otros.
- Trabajamos, trabajamos, trabajamos, pero también nos divertimos - horario flexible, ambiente tranquilo y aquel momento para tomar un café y conversar.

¿**Cómo es Sencinet?**

Aquí en Sencinet somos más de 500 personas, todas seleccionadas a detalle y que toman muy en serio nuestro propósito de tornar las redes corporativas rápidas, fáciles, seguras y accesibles para nuestros clientes.

Ofrecemos un ambiente ameno, completamente colaborativo, con un ritmo acelerado y desafiante a fin de alcanzar resultados y promover una mejor experiência para nuestros clientes, construyendo una jornada de éxito para clientes y Sencineers. Aquí tú creces junto a Sencinet

Creemos que la diversidad promueve el crecimiento sustentable. En Sencinet queremos que seas 100% tú mismo.

**Reclutamiento en Sencinet**

Por si tienes curiosidad, te contamos cómo funciona nuestro proceso de reclutamiento después de que te postulas a una vacante:

- Realizamos entrevistas basadas en competencias, estas pueden ser presenciales o remotas.
- Dependiendo del cargo o de la función puede ser más de una entrevista.

**Seguimos reclutando para todas nuestras vacantes. Todas las entrevistas, inducción o onboarding son realizados de forma virtual debido a COVID-19. Todos los Sencineers, nuevos y actuales, trabajarán de forma remota temporalmente hasta que sea seguro regresar a las oficinas.**
- Personas a las que les guste trabajar con otras personas.
- Personas apasionadas por lo que hacen cada día.
- Personas que tienen convicción y defienden sus valores.
- Personas que persiguen resultados y concretan cambios.
- Personas propositivas que trabajan con procesos ágiles y dinámicos


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