Information Analyst

Description

Job Summary: Service analyst responsible for identifying, classifying, and processing information to manage service levels, incidents, tickets, and key project data. Key Highlights: 1. Solid experience in incident analysis and service level management. 2. Opportunity to work with Power BI, Remedy, and databases. 3. Key role in continuous process improvement and performance tracking. Overall Objective: To obtain, identify, and classify information for processing service levels according to the project. RESPONSIBILITIES: - Identify failures of incidents generated during the project, equipment series, tickets, and requests that must be excluded from service level measurements. - Identify tickets affected by contingencies and adjust their timelines accordingly. - Identify agreed-upon dates for bulk requests. - Maintain the Power BI database up to date. - Validate symptoms and handling of canceled tickets. - Identify applicable holidays for service measurement. - Identify variations in operating hours of project facilities. - Separate series for bulk tickets. - Identify correct data in cases of series and VPN variations. - Supplement missing information for processing deductive calculations and service levels. REQUIREMENTS: - Education: Technical High School Diploma or Bachelor’s Degree in technology-focused fields - 4 years of experience in a similar role or activity - Training: 4 years in helpdesk support, 1.5 years in technical support - Intermediate-to-advanced Excel skills - 2 years of experience using Remedy SKILLS: - Ability to understand requirement needs to perform analysis. - Knowledge of internal components of computing equipment and/or peripherals. Competencies: Problem analysis, decision-making, communication, leadership, teamwork, stress tolerance, follow-up, organization, results orientation. EMPLOYMENT OFFERING: - Base salary: $15,000 MXN monthly gross - Statutory benefits from day one - Direct employment with the company - Working hours: Monday–Friday, 9 AM to 7 PM - 1.5-hour lunch break - Work location: Iztapalapa Borough, CDMX. Near Churubusco Oriente Metrobús Station. JOIN THIS GREAT TEAM! “Our company is committed to promoting equality and non-discrimination; therefore, HIV and pregnancy tests will never be required as conditions for hiring, retention, or promotion. All individuals, regardless of origin, gender, age, sexual orientation, or any other personal characteristic, have equal opportunity to join our team.”-Requirements- Minimum education: Higher education – Bachelor’s degree 4 years of experience Age: between 27 and 45 years Knowledge: Analytical ability, Databases, Data, Microsoft Excel, Power BI, Remedy, VPN Keywords: analyst, information, informacion