Service Desk Agent

hace 2 meses

Guadalajara, Jalisco, México UST A tiempo completo
Role Description

Service Desk Agent

Associate I - Cloud Infrastructure Services

Who We Are

Born digital, UST transforms lives through the power of technology. We walk alongside our clients and partners, embedding innovation and agility into everything they do. We help them create transformative experiences and human-centered solutions for a better world.

UST is a mission-driven group of over 39,000+ practical problem solvers and creative thinkers in over 30+ countries. Our entrepreneurial teams are empowered to innovate, act nimbly, and create a lasting and sustainable impact for our clients, their customers, and the communities in which we live.

With us, you'll create a boundless impact that transforms your career—and the lives of people across the world.

Visit us at

You Are

We are seeking Service Desk Agent that has excellent communication skills in English. Hands on Service Desk and Active Directory experience. In this role you will work in a team setting; we will provide 24/7 support rotating shift amongst the team. Must be flexible to work any work schedule as needed.The Service Desk Agent will act as a point of contact to customers reporting issues, requesting information, access, or other services delivering customer service through multiple channels such as Phone, Chat and Email. Service Desk Agent is responsible for developing a deep understanding of client systems and business practices and should ensure that the service achieves or exceeds its service level targets related to the tickets logged, Resolution and progression of IT related requests and incidents.

The Opportunity

  • Handle phone calls/emails and deal with them promptly, efficiently and with empathy to ensure a positive experience for our customers.
  • Service Desk Agent is responsible for developing a deep understanding of client systems and business practices and should ensure that the service achieves or exceeds its service level targets related to the tickets logged, Resolution and progression of IT related requests and incidents.

This position description identifies the responsibilities and tasks typically associated with the performance of the position. Other relevant essential functions may be required.

What You Need

  • Knowledge in Health Domain is an advantage.
  • Willing to work in 24*7 shift (Rotating schedule)
  • Basic understanding of On-premise and Azure Active Directory.
  • Knowledge of Computers and basic understanding of Networks, with an excellent knowledge on Windows 10-11, Office365 and MS Products.
  • Should have understanding on MFA and Intune.
  • Good Understanding of ITSM tools- ServiceNow.
  • Flexibility to take on additional tasks as directed by Team Lead.
  • Excellent English Communication skills, and should have experience in voice support
  • 3+ years of Experience in technical Voice Support or ServiceDesk

What We Believe

We're proud to embrace the same values that have shaped UST since the beginning. Since day one, we've been building enduring relationships and a culture of integrity. And today, it's those same values that are inspiring us to encourage innovation from everyone to champion diversity and inclusion, and to place people at the center of everything we do.

Humility

We will listen, learn, be empathetic and help selflessly in our interactions with everyone.

Humanity

Through business, we will better the lives of those less fortunate than ourselves.

Integrity

We honor our commitments and act with responsibility in all our relationships.

Equal Employment Opportunity Statement

UST is an Equal Opportunity Employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

UST reserves the right to periodically redefine your roles and responsibilities based on the requirements of the organization and/or your performance.

#UST

Skills

Service Desk,It Service Desk,Customer Service

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