I.T. Incident Analyst -Bilingual Spanish/English

Job Description



Actively manage activities surrounding the resolution of Priority 1-3 tickets and issues to ensure minimal production impact.




  • Communicate technical and procedural production issues between company employees at all levels, as well as company clients, utilizing ticketing, email, instant messaging, phone and in-person mediums
  • Work with teams throughout the organization to identify, document, and implement new processes that enhance production support
  • Constant monitoring of hardware and facility status to ensure compliance with acceptable operational parameters
  • Resolution of tickets assigned to Help Desk Tier 2
  • Act as a resource to Tier 1 Analysts
  • Identify opportunities for efficiency and development in both the team and individuals
  • Performs other related duties and assignments as required and as assigned by supervisor or manager
  • Thrive as a team player in a fast-paced, high-energy, change-oriented environment
  • Ensure all Teleperformance policies and procedures are adhered to, including but not limited to: Security, HR, Operations, etc, and any known infractions of any of these corporate policies and procedures are communicated to the proper Teleperformance Management immediately

Job Requirements

  • Prefer fluent in Spanish and English
  • College degree or technical training preferred
  • Proficient with Microsoft Office tools
  • Should have both an interest in the IT industry and technical aptitude
  • Must have exceptional verbal and customer service skills
  • Must have excellent writing skills
  • Must have the ability to multi-task and prioritize
  • Must be able to perform duties with minimal supervision
  • Experience with Teleperformance preferred

Job Snapshot

Employment Type Full-Time
Job Type Information Technology, Telecommunications, Installation - Maint - Repair
Education High School
Experience At least 3 year(s)
Manages Others No
Relocation No
Industry Computer Software, Computer Hardware
Required Travel None
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I.T. Incident Analyst -Bilingual Spanish/English

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