Data Analyst, Partner Managed Print Services
hace 6 días
OverviewTop- Jobs for Germany - Apply for jobs in Germany now Explore regional Top- Jobs with benefits today. Competitive salary, great benefits, and career advancement. Apply nowHCLTech is a global technology company with operations across 59 countries and revenues totaling $13.7 billion in the 12 months ending September 2024. We work with clients across major verticals to deliver industry solutions in digital, engineering, cloud and AI.We are looking for a Service DeskLocation: Zone: Andares, Guadalajara, Mexico (Onsite). ResponsibilitiesProvide hardware / software / network problem diagnosis and resolution via telephone, email, or chat for end users.Route problems to internal 2nd and 3rd level IT support; coordinate with vendors and support staff for resolution.Administer and provide user account provisioning; document problems and work requests in the Incident Management System.Respond to inquiries, assign work orders/incidents, and follow up until closure.Provide Level 1 remote desktop support and follow SOPs; perform user account management.Escalate complex issues to appropriate support teams; maintain clear communication with end users.Contribute to the knowledge base with troubleshooting steps and solutions; follow service desk processes and procedures.Demonstrate adaptability in ambiguous situations and uphold company values (accountability, integrity, quality, teamwork); maintain attendance.Support Quality Management System policies and procedures; be able to work nights/weekends as needed.Operate a computer, phone, and mobile device as required (approximately 90% of the day typing).What we need to see / QualificationsHigh school diploma or equivalent; Associate’s degree or vocational training in IT or related field is a plus.CompTIA A+ or equivalent entry-level IT support certification is desirable.Customer service experience; strong technical aptitude to assess and resolve or escalate issues.Familiarity with ITIL practices is a plus; knowledge of hardware, software, and networking concepts.Excellent written and verbal communication; ability to record and track reliability data for services.Ability to follow instructions accurately; proficient in ticketing systems and knowledge base tools.Strong problem-solving, analytical skills, and security awareness; proficiency in Microsoft Office.Willingness to work in a 24x7 operation and to adapt to changing priorities.What we offerLife insurance; Major Medical Expenses Insurance (spouse and up to 2 children).Minor Medical Expense Insurance; Savings Fund benefits; Food vouchers; 30 days bonus; 12 days vacation in the first year (increasing by law).Additional training and development opportunities.Additional InformationThere are multiple roles described in the description (Service Desk, Customer Service Agent/Representative, Senior Customer Service Associate, Portuguese-speaking support). Some sections mention different locations, languages, and requirements. Applications should focus on the specific role and location offered. If you are interested, please apply with your resume in English to the provided channel. #J-18808-Ljbffr
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