Job Summary: The Help Desk Analyst is responsible for registering, analyzing, and tracking incidents, identifying root causes and proposing corrective actions, as well as preparing periodic and ad-hoc reports. Key Highlights: 1. Incident registration, classification, and tracking. 2. Data analysis to identify patterns and root causes. 3. Collaboration in the continuous improvement of processes and controls. **Company Description** We are Kolors! A company that leverages technology to deliver diverse services. Our Urbvan vertical is a shared mobility network with pre-established routes, operating through cutting-edge technology and via our mobile app. We focus on delivering a high-quality, comfortable, and safe service while contributing to reduced urban vehicular traffic. **Job Description** The Help Desk Analyst is responsible for registering, analyzing, and tracking operational or technical incidents, identifying root causes and proposing corrective actions. Additionally, they prepare periodic and ad-hoc reports to monitor performance, detect trends, and support decision-making with clear, accurate, and timely information. RESPONSIBILITIES * Registration, classification, and tracking of incidents. * Data analysis to identify patterns and causes. * Preparation of performance reports and indicators. * Communication of findings and recommendations to involved departments. * Support for the continuous improvement of processes and controls. * Use of internal technology tools (Hubspot, Admin, Slack) **Requirements** * Incident Management: Register, classify, and track all incidents. * Analysis and Root Cause Detection: Analyze incident data to identify patterns, trends, and determine root causes of issues. * Information Generation: Prepare periodic and ad-hoc reports, as well as performance indicators (KPIs), essential for management. * Strategic Communication: Present findings, analyses, and recommendations to relevant departments for implementation of corrective actions. * Continuous Improvement: Actively collaborate in optimizing processes, internal controls, and operational efficiency. **Additional Information** Experience: 1 year in similar roles, handling and resolving incidents 1 year of experience using CRM systems, Hubspot and Admin We Offer * Base Salary of 14,000 pesos per month * Statutory Benefits * Upon successful completion of the probationary period, additional benefits are added: + - Total Pass - SGMM - Life Insurance * Vacation Days Exceeding Statutory Requirements * Hybrid Work Model, primarily remote (based on performance outcomes) **Our Commitment to Diversity and Inclusion** At Kolors, we strive to build a workforce composed of individuals with diverse backgrounds, skills, perspectives, and identities to help us grow—not only as a company but also as individuals. Kolors is an equal opportunity employer committed to closing the gender pay gap.