Position Summary

We are seeking a proactive and detail-oriented Helpdesk Analyst to join our team. The successful candidate will play a critical role in ensuring the continuous availability and performance of IT services by monitoring incidents and service requests, coordinating resolutions, and communicating status to stakeholders. This position requires 24x7 coverage for critical incidents (MI/P1/P2) and business-hours support for other service requests.

Key Responsabilities

- Monitor Major Incidents (MI), Priority 1 (P1), and Priority 2 (P2) incidents 24x7 to ensure swift detection and response.

- Oversee incident and service request queues during business hours, ensuring timely responses and resolution within SLAs.

- Assign unassigned and orphan tickets to appropriate Assignment Groups to maintain efficient workflow.

- Perform daily and weekly analysis of incidents and service requests, including on-hold status, aging, hopping, and re-opened tickets to identify trends and enhance processes.

- Conduct hourly follow-ups with technical teams on tickets at SLA risk, overdue work notes, aging tickets, and alert incidents.





- Coordinate incident bridges and communication for P1 and P2 incidents, with detailed updates and resolution communication for MI and P1 incidents related to Infrastructure.

- Maintain effective communication with customers and leadership teams regarding incident status for MI and P1 incidents.

Required Skills & Compentecies

- Bachelor’s degree/University degree or equivalent experience

- Strong organizational and multitasking abilities to handle a dynamic workload.

- Excellent verbal and written communication skills for stakeholder engagement and clear incident reporting.

- Analytical mindset to interpret incident data and identify areas for process improvement.

- Experience with incident management and monitoring tools is highly desirable.

- Ability to work under pressure and coordinate across multiple technical teams.

- Flexibility to work 24x7 shifts covering critical incident monitoring.

- Fluent English

Esta y todas las ofertas de Equans IT Hubs se encuentran bajo el marco de la Ley 21.015 que incentiva la inclusión de personas en situación de discapacidad al mundo laboral.

📌 Help Desk Analyst (Santiago)
🏢 Equans IT Hubs
📍 Santiago