Associate IT Support Agent

Description

Job Summary: The Omnichannel MDA Analyst is responsible for providing comprehensive user support across multiple channels, resolving incidents, and promoting self-service. Key Highlights: 1. Omnichannel support for IT users 2. Incident and request management and resolution 3. Promotion of self-service channel usage **Job Description** ---------------------- The Omnichannel MDA Analyst’s mission is to serve as the primary point of contact for users across MDA’s multiple channels. The Omnichannel MDA Analyst’s main responsibilities are: 1\) Telephone support for MDA calls 2\) Chat support for user referrals from AIuda 3\) Remote support for incidents/requests submitted via telephone channel, 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: Evaluate and prioritize incoming requests; identify the requirement/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 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 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 user devices using approved remote access and control tools, standard procedures, and 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 management: 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. 13\) Digital model adoption: Actively promote self-service channel usage among users, 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 supporting IT users * Proficiency in ITSM ticketing tools * Basic knowledge of Windows and macOS operating systems, networking, and Active Directory (AD) * Knowledge of incident and request management processes This position is open to candidates with disabilities. **Selection Process** ------------------------ Our 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 into Aira and respond to the requested questions and/or assessments 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 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—keeping us at the forefront and driving us to continuously reinvent ourselves to deliver the best shopping experience at every touchpoint with us.