POSITION OBJECTIVE:

The End User Technical Support Analyst will be responsible for ensuring the operational efficiency of the service, compliance with established service levels, and the continuous improvement of the end-user experience, acting as the primary liaison between daily operations and area management.

GENERAL REQUIREMENT: To reside in the Republic of Honduras.

Bachelor’s degree or equivalent, or Master’s degree or equivalent; alternatively, a Bachelor’s degree or equivalent combined with at least two additional years of experience beyond the minimum required for the position.

EXPERIENCE REQUIRED BY THE JOB:

  • Supervise and coordinate the end-user technical support team, assigning and prioritizing service requests and incidents.
  • Monitor and follow up on service performance indicators (response times, resolution times, recurring incidents, user satisfaction, among others).
  • Directly manage the response to significant or high-impact technical events, ensuring timely and effective communication.

GENERAL EXPERIENCE:

  • Minimum professional experience: 5 years.

FUNCTIONS:                  

  • Oversee and coordinate the daily operation of end-user technical support services, ensuring service continuity, proper organization, and effective handling of incidents and requests.
  • Assign, prioritize, and monitor support tickets, ensuring compliance with established Service Level Agreements (SLAs).
  • Monitor and analyze service performance metrics, including response times, resolution times, recurring incidents, and user satisfaction levels.
  • Ensure service quality and an excellent end-user experience by promoting best practices in customer service, effective communication, and professional conduct.
  • Lead and support the technical support team by coordinating workloads, providing operational guidance, and contributing to staff development.
  • Coordinate and directly manage significant or high-impact technical incidents, ensuring timely response and appropriate escalation when necessary.
  • Identify recurring issues, trends, and operational risks, proposing corrective and preventive actions to improve service delivery.
  • Prepare periodic reports on key performance indicators, analyses, and findings, providing clear insights to support decision-making and continuous improvement.
  • Serve as the operational liaison between area management and the technical support team, facilitating communication, alignment of priorities, and follow-up on directives.
  • Support service standardization, documentation, and continuous improvement initiatives in alignment with IT Service Management (ITSM) best practices, including ITIL.

REQUIRED KNOWLEDGE:

  • Microsoft Office applications and corporate productivity platforms.
  • IT asset management.
  • Service desk tools (ticketing systems, incident management, and service requests).
  • ITIL concepts and IT Service Management (ITSM) practices.
  • KPI development, reporting, and analysis.
  • End-user operating systems (Windows and macOS).

REQUIRED SKILLS:

  • Strong communication skills.
  • Interpersonal and relationship-building skills.
  • Organizational and planning skills.
  • Technical English proficiency.                            

REQUIRED COMPETENCIES:

  • Communication and Emotional Intelligence.
  • Teamwork.
  • Service Quality.
  • Resilience.
  • Agile Problem Solving.

Nationality: Must be a citizen of one of our 15 member countries.

Through "phishing" techniques, unauthorized sources could potentially send emails with false and unauthorized content in the name of the CABEI.

CABEI would like to inform the public that the only official communication channels are through its website at www.bcie.org, its social media accounts, and the institutional email which originates exclusively from accounts and servers under the Bank's domain: @bcie.org.

At Impactpool we do our best to provide you the most accurate info, but closing dates may be wrong on our site. Please check on the recruiting organization's page for the exact info. Candidates are responsible for complying with deadlines and are encouraged to submit applications well ahead.
Before applying, please make sure that you have read the requirements for the position and that you qualify. Applications from non-qualifying applicants will most likely be discarded by the recruiting manager.