Associate IT Support Agent

Description

Job Summary: The Omnichannel MDA Analyst is the primary point of user support, delivering technical assistance, resolving incidents, and managing requests across multiple channels. Key Responsibilities: 1. User phone and chat support 2. First Contact Resolution (FCR) of incidents 3. Remote configuration and installation of applications **Job Description** ---------------------- The Omnichannel MDA Analyst's mission is to serve as the primary user support contact across MDA's multiple channels. 1\) Phone and chat support for MDA users 2\) AD, SAP, and Jira user administration (ABM); Jira form administration (ABM). 3\) Remote support for incidents/requests submitted via phone channel, escalated from AIuda, or generated through the self-service portal. This type of support includes—but is not limited to—installations, configurations, technical diagnostics, and equipment reviews, leveraging available capacity resulting from reduced call volume. 4\) Initial diagnosis: Evaluate and prioritize incoming requests; identify the request/incident; resolve cases for users experiencing difficulties with hardware, software, connectivity, and related technologies. 5\) First Contact Resolution (FCR): Resolve the highest possible percentage of incidents and requests classified as Emergency Categories. 6\) Ticket management: Accurately log every interaction in the ITSM system (correct form, Tier 1/2/3, symptom description, resolution description), ensuring full traceability and high-quality data for subsequent analysis. 7\) Effective escalation: When resolution is beyond the MDA’s scope—even with remote support—escalate to Level 2 resolver teams, ensuring complete transfer of all relevant information. 8\) Feedback to MDA Coordinator: Identify recurring unresolved queries from automated channels and propose automation opportunities or process improvements when identified. 9\) When required by the reported request or incident, remotely execute configuration/installation/update of corporate and business applications, profiles, drivers, and productivity tools on users’ devices, using approved remote access and control tools, standard procedures, and authorized scripts. 10\) Post-resolution follow-up: Verify with the user the effectiveness of the remotely implemented solution, closing the ticket only upon the user’s confirmation of satisfactory resolution. 11\) Scheduled request handling: Provide remote user support as scheduled by the coordinator or agreed upon with the user, ensuring minimal disruption to business operations. 12\) Collaboration with resolver teams: Maintain smooth communication with Level 2 teams, adhering to escalation procedures and participating in resolution standardization efforts. 13\) Digital model adoption: Actively promote users’ adoption of self-service channels, guiding them on how to independently resolve future requests. 14\) Regulatory compliance: Operate in accordance with the Company’s information security policies, privileged access procedures, and current governance framework. **Candidate Requirements** -------------------------- * Experience in IT user support * Proficiency in ITSM ticketing tools * Basic knowledge of Windows and macOS operating systems, networks, and Active Directory (AD) * Familiarity with ITIL-based request and incident management processes * Experience with remote support and remote control tools * Familiarity with Microsoft 365 productivity suite This position is open to persons with disabilities. **Selection Process** ------------------------ The selection process is conducted via Aira—a recruitment platform designed to enhance your application experience. To apply, you only need: 1\. Apply to the position 2\. Check your email 3\. Log in to Aira and answer the requested questions and/or tests Then, if your profile matches our requirements, we will contact you by email (via Aira) to proceed to the in-person stage. **About Us** ------------------ We are over 88,000 people who work daily toward our firm Purpose—Simplify and Enjoy Life More. We operate in 9 countries and comprise five major brands spanning diverse industries: Falabella Retail, Sodimac, Banco Falabella, Tottus, and Mallplaza. Each brand shapes who we are, and together—as One Team—we strive daily to reinvent ourselves and exceed our customers’ expectations. A team full of dreams that makes things happen. We dare to launch and innovate, take risks, and create opportunities that keep us at the forefront—driving us to constantly reinvent ourselves to deliver the best shopping experience at every touchpoint with us.