Associate IT Support Agent

Description

Job Summary: The Omnichannel MDA Analyst is the primary point of contact for users, resolving incidents and requests across multiple channels—including phone, chat, and remote support—and managing tickets efficiently. Key Highlights: 1. Omnichannel IT user support 2. Incident and technical request resolution 3. Process collaboration and continuous improvement **Job Description** ---------------------- The Omnichannel MDA Analyst’s mission is to serve as the primary user support point across all MDA channels. The Omnichannel MDA Analyst’s main responsibilities include: 1\) Phone-based support for MDA calls 2\) Chat-based support for user referrals from AIuda 3\) Remote support for incidents/requests submitted via phone, referred by 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: Assess and prioritize incoming requests. Identify the requirement/incident and 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 record each 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 falls outside the MDA’s scope—even via remote support—escalate to Level 2 resolver teams, ensuring complete transfer of all relevant information. 8\) Feedback to MDA Coordinator: Identify patterns of 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 and following standard procedures and approved scripts. 10\) Post-resolution follow-up: Verify with the user the effectiveness of the remotely implemented solution, closing the ticket only after the user confirms satisfactory resolution. 11\) Planned request handling: Provide remote user support as scheduled by the coordinator—or agreed upon with the user—ensuring minimal business operation disruption. 12\) Collaboration with resolver teams: Maintain smooth communication with Level 2 teams, adhering to escalation procedures and participating in resolution standardization. 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) * Understanding of incident and request management processes This opportunity 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 this position 2\. Check your email 3\. Log in to Aira and respond to the requested questions and/or assessments Then, if your profile matches our requirements, we will contact you via email (through 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 across 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 continuously reinvent ourselves and deliver the best shopping experience at every touchpoint with us.