Field Services Coordinator

hace 2 meses


MexicoCyCDPlaza Polanco Ciudad de Mexico Mexico Cognizant A tiempo completo


Job Summary

We are seeking an experienced Infra. Technology Specialist with 6 to 8 years of experience to join our dynamic team. The ideal candidate will have a strong background in Incident Management Service Desk Service Now and Windows. This role involves managing and resolving technical incidents providing exceptional service desk support and ensuring the smooth operation of our IT infrastructure.


Responsibilities

Manage and resolve technical incidents efficiently to minimize downtime and ensure business continuity.Provide exceptional service desk support to end-users addressing their technical issues promptly and effectively.Utilize Service Now to track manage and resolve incidents ensuring accurate documentation and timely updates.Oversee the Windows environment ensuring all systems are up-to-date secure and operating optimally.Collaborate with other IT teams to identify and implement improvements to the incident management process.Conduct root cause analysis for recurring incidents and develop strategies to prevent future occurrences.Ensure compliance with IT policies and procedures maintaining a high standard of service delivery.Monitor system performance and proactively address potential issues before they impact users.Provide training and support to junior team members fostering a collaborative and knowledgeable team environment.Participate in on-call rotations to provide 24/7 support for critical incidents.Develop and maintain comprehensive documentation for incident management processes and procedures.Communicate effectively with stakeholders providing regular updates on incident status and resolution efforts.Continuously seek opportunities to enhance service desk operations and improve user satisfaction.

Qualifications

Possess a strong background in Incident Management with a proven track record of resolving technical issues efficiently.Demonstrate expertise in Service Desk operations providing exceptional support to end-users.Have extensive experience with Service Now including incident tracking and management.Show proficiency in managing and maintaining Windows environments ensuring optimal performance and security.Exhibit excellent communication skills both written and verbal to effectively interact with stakeholders.

Certifications Required

ITIL Microsoft Certified: Windows Server

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