Enterprise Architect - Director at SMBC Group defining and governing enterprise - wide technology standards. Collaborating with leaders and teams to guide technology decisions and ensure regulatory compliance.
About the role
- Helpdesk Analyst responsible for managing user tickets through a management tool in Lima. The role involves ensuring complete information and compliance with defined response times (SLA).
Responsibilities
- Atender solicitudes que ingresan por correo, portal, chat o teléfono y registrarlas como tickets en el sistema.
- Verificar y completar datos mínimos del ticket (usuario, descripción, impacto, urgencia, canal, categoría, prioridad).
- Clasificar y categorizar correctamente cada ticket según los lineamientos y SOP definidos para el Helpdesk.
- Asignar y derivar tickets al grupo o responsable que corresponda, de acuerdo con las reglas establecidas.
- Hacer seguimiento continuo al estado de los tickets, especialmente los próximos a vencer, impulsando las acciones necesarias para cumplir SLA.
- Mantener actualizados los comentarios e historial del ticket, registrando cada interacción de forma clara y ordenada.
- Gestionar tickets en espera de información, contactando al usuario cuando falten datos o evidencias, siguiendo checklists definidos.
- Utilizar las herramientas de IA disponibles como apoyo para validar información, sugerir categorías y recordar pasos del proceso.
- Colaborar en la mejora de plantillas, vistas y reglas de la herramienta de tickets a partir de la experiencia diaria.
Requirements
- 1–2 años de experiencia en helpdesk, mesa de ayuda, contact center de gestión o roles similares de atención a usuarios.
- Conocimiento básico de conceptos de gestión de tickets y servicios: incidente, requerimiento, prioridad, SLA, escalamiento.
- Experiencia con alguna herramienta de ticketing (idealmente Zendesk o similar).
- Manejo intermedio de Excel/Sheets para seguimiento simple de casos y apoyo en reportes operativos.
- Deseable comprensión básica de inglés escrito para leer mensajes o descripciones técnicas simples.
Benefits
- No hay beneficios mencionados en la descripción del trabajo.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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