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).
About the role
- IT Systems Support Specialist ensuring reliability and accuracy of Serv-U-Success’ systems. Collaborates with multiple teams to support IT operations and improve workflows.
Responsibilities
- The IT Systems Support Specialist is a frontline technology professional who ensures the reliability and accuracy of Serv-U-Success’ enterprise systems.
- Maintain smooth order processing, data integrity, and operational continuity by monitoring, troubleshooting, and supporting Microsoft Dynamics 365 ERP (including Advanced Warehousing), EDI transactions, and related systems.
- Collaborate across IT, Operations, Supply Chain, and Training to resolve issues, improve workflows, and empower team members to use systems effectively.
- Provide end-user hardware/software support, oversee Dell repairs/returns, and assist with IT projects and implementations.
- Support daily order flows, including Supplier Direct Delivery (Witron), B2B, Supply Chain special orders, force outs, and Service item orders while ensuring system accuracy and business alignment.
- Work in a 7-day coverage model (including early mornings and weekends) and may operate under a 4x10 rotation schedule to maximize communication and coverage across the team.
Requirements
- Associate’s degree or equivalent work experience required.
- 2–4 years of IT support or systems administration experience required.
- Microsoft Dynamics 365 Finance & Operations/Advanced Warehousing experience preferred.
- Prior experience with EDI management highly desirable.
- Familiarity with WMS systems (Körber/HighJump) strongly preferred until full transition.
- Experience providing Helpdesk support, including hardware/software troubleshooting.
- Strong communication skills with the ability to explain technical issues clearly.
- Strong analytical and problem-solving skills with experience in database/data workflow management.
- Demonstrated judgment, professionalism, and resilience under pressure.
- Excellent organizational skills with a high attention to detail.
Benefits
- N/A
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