Service Desk Analyst

hace 3 semanas

Monterrey, México GM Financial A tiempo completo

Overview:
**Join our Team**

Our Service Desk Team provides first level support through taking calls, handling incidents and requests using ServiceNow, in this entry level role as a
**Service Desk Agent** you will be responsible for supporting internal customers who are experiencing software or hardware related issues. We are looking for individuals with an interest on supporting customers, a positive can-do attitude and willingness to learn. This role interacts with diverse IT Areas so it’s a great opportunity to develop your career within the IT Department and a global company.

At GM Financial, our team members define and shape our culture — an environment that welcomes new ideas, fosters integrity, and creates a sense of community and belonging. Here we do more than work — we thrive. Our Purpose: To fulfill dreams of personal mobility.

**Location**: Monterrey, N.L.

**Reports to**: Service Desk Team Lead

**What we Offer**:

- Life & Health Insurance
- Savings Funds
- Pension Plan
- Above the law benefits
- Career plans and internal opportunities.

**Responsibilities**:
**What you will be doing**
- Provide timely, first call resolution to technical support issues while following company standards and knowledge articles.
- Identify, troubleshoot, and resolve any pc hardware, software, or network failures within the GM Financial enterprise using chat, voice, self-service, and remote-control techniques.
- Training users to take advantage of automated and self-service capabilities.
- 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 the ServiceNow management system, monitor and manage the Service Desk ticket queue and document solutions using our knowledge management system.
- Maintain updated knowledge on computer hardware and software.
- Perform special projects as assigned/required.

Qualifications:
**What you need**:

- Bachelor’s degree or completion diploma.
- Experience in an end user support environment (Physical or Remote) is a plus.
- Experience as an agent for customer service campaigns or remote support is a plus.
- Proficient in the English (capable of business conversations).
- Knowledge of PC hardware and software.
- Support-level knowledge of the Windows desktop Operating Systems.

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).

LI-ED1

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, 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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