What are the responsibilities and job description for the Service Desk Analyst position at Protera?
Protera Technologies is looking to recruit English speaking resources for its 24 x 7 x 365 service center operation.
Protera Technologies (www.protera.com) is an SAP Certified, Global Total IT Outsourcing Provider for SAP-centric organizations founded in the mid-1990s. We have been the SAP on cloud pioneer ever since running the world's first SAP production instance on public cloud. Today, we run thousands of instances of SAP and related IT applications on Microsoft Azure and Amazon Web Services (AWS). Protera designs and deploys scalable architectures built using world-class infrastructure.
Headquartered in Chicago, IL and with offices in Athens, Greece and Mumbai, India, Protera delivers highest quality and most cost-effective on cloud, demand hosting, applications management, and professional services solutions. Our services focus on total customer satisfaction with dedicated points of contact and experts that know our customers environments in depth.
Duties
- Effectively manage the full lifecycle of incidents and service requests received from internal and external customers
- Coordinate incident investigation, analysis and closure by escalating to appropriate L1, L2 & L3 support teams
- Adhere to all policies and procedures of the Service Desk which operates 24/7 (shift work)
Must have
- Good communication skills verbal & written in English. To be able to communicate with IT teams and departments, end users and internal customers
- Possess keen attention to detail
- Ability to multitask, prioritize and work independently
- Problem solving and troubleshooting skills
- Working a shift schedule
- Willing to commit and grow
- Fulfilled military service (if relevant)
Nice to Have
- Microsoft Office knowledge (Word, PowerPoint, Excel, and Outlook)
- Analytical skills
- SAP familiarity desirable
- Linux basic knowledge
- DB administration/understanding
- Understanding of ITSM tools and ITIL best practices
- Understanding in areas such as Networking or System Administration, Databases or Application Support desirable
- University Degree or Technical/Vocational Certification in Computing, Electronics or related IT field
- Additional foreign languages (Spanish, French, German) will be considered a plus
Protera offers a variety of health and wellbeing programs. Benefit options include two PPO Medical plans, Dental, Vision, Health Savings Account, Flexible Spending Accounts, Dependent Care FSA, 401k retirement savings plan, company paid Life Insurance, Flexible PTO policy, Paid Holidays.
