Service Desk Analyst

hace 6 días

Ciudad de México, Ciudad de México GM Financial A tiempo completo

Why GMF?

GM Financial International Operations conducts business in Latin America and China. International Operations offers a wide range of wholesale and retail automotive financing products to dealers and their customers. The strength of the international business lies in its ability to tailor its products to meet unique dealer needs, consumer preferences and national requirements in local markets. Latin American country operations include Brazil, Chile, Colombia, Mexico, and Peru.

About the role

The Service Desk Analyst- North America Support role is to provide first level support through taking calls and handling incidents and requests using the ServiceNow IT Service Management system. The position is responsible for providing effective phone and email support to customers who are experiencing software or hardware related issues. The Service Desk Analyst must build strong reporting relationships with second and third tier IT support teams as well as other GM Financial business units and outside vendors.

What you need
  • Bachelors degree in an IT related field (Completed degree is a must and will be evaluated during interviews).
  • Capable of working under a flexible schedule including extended business hours, weekends and holidays (This role supports North America so flexibility on national holidays may be required).
  • Proficient in English (capable of business conversations).
  • Ability to correct PC related problems in a timely manner.
  • Basic knowledge of networking concepts including TCP/IP, Subnetting, Routing, DHCP, and DNS.
  • Basic knowledge of operating systems, applications and associated hardware (e.g., Windows Desktop OSs, Windows Server OSs, OS/, UNIX/Linux).
  • Knowledge of PC hardware and software.
  • Support-level knowledge of the Windows desktop Operating Systems.
  • Ability to accept change and to adapt to shifting organizational challenges and priorities.
  • Ability to analyze problems, correlate data from multiple sources and communicate pertinent information to the appropriate support teams.
  • Ability to evaluate problems and issues quickly, and to make recommendations for courses of action.
  • Ability to manage multiple tasks at one time while remaining cool under pressure.
  • Excellent analytical and troubleshooting skills.
  • Strong interpersonal, verbal and written skills.
What you will be doing
  • Provide timely, first call resolution to technical support issues while following company standards.
  • Identify, repair, and resolve any PC hardware or software failures within the GM Financial enterprise.
  • Escalate incidents to Senior Service Desk Analysts or third tier support. Provide accurate and updated information on incidents assigned to the Service Desk until the reported incidents are resolved.
  • Maintain a high degree of customer service for all support requests.
  • Record support incidents and requests in our ServiceNow service management system, monitor and manage the Service Desk ticket queue and document solutions using our knowledge management system.
  • Participate in coordinating messages sent on behalf of the Service Desk pertaining to unplanned service disruptions and show initiative by offering suggestions for improvement of service delivery (i.e. reduce downtime, improve response time, process improvement).
  • Perform special projects as assigned/required.
  • Maintain updated knowledge on computer hardware and software.
  • Report to work as scheduled.
  • Work well with others.
  • Perform other duties as assigned.
What we offer

At GM Financial we want you to be the most authentic version of yourself. We take care of your work-life balance by programming wellness and integration activities, where you will strengthen your relationships with peers and contribute towards the development and wellbeing of your community, while providing you with a competitive salary and benefits. Some of our global benefits include Extended Maternity & Paternity Leaves, Personal Days & Community Investment hours.

Mexico: Additional benefits include Medical Plans, Profit Sharing, Life Insurance, Savings Fund & Pension Plan and others.

#GMFJobs

#LI-MON

Disclaimer

Mexico - GM Financial is an Equal Opportunity Employer and is committed to diversity and inclusion at every level of our organization. We do not discriminate against any applicant or employee based on race, color, age, gender, marital status, national origin, religion, sexual orientation, gender identity, gender expression, veteran status, disability, or any other that undermines human dignity and aims to nullify or impair people´s rights and freedoms.

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