Service Desk Associate

hace 3 semanas

Monterrey, México GE Corporate A tiempo completo

**Job Description Summary**:
Service Desk Associate

We are looking for a Service Desk Associate to provide enterprise-level assistance to our end user employees. If you're naturally a helper, have a strong customer orientation and enjoy assisting people with computer issues whilst explaining technical details simply, we'd like to meet you. Ultimately, you will be a person our employee’s trust. They will rely on you to provide timely and accurate solutions to their technical problems.

**Responsibilities**:
The goal is to create a seamless, positive experience for our employees that in turn enables them to serve our external customers and the businesses they support.

In this role, you will:

- Diagnose and troubleshoot technical issues, including account setup and network configuration
Ask customers targeted questions to quickly understand the root of the problem
- Own issues through resolution within agreed time limits, or to the point of escalation
- Resolve network issues, configure operating systems and use remote desktop connections to provide immediate support.
For more complex problems that require nuanced instruction, you will contact clients via phone, text or chat and/or provide clear, written instructions and technical manuals.
- Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
- Provide prompt and accurate feedback to customers
- Refer to internal database or external resources to provide accurate tech solutions
- Ensure all issues and outcomes are properly logged within the ticket management system
- Prioritize and manage several open issues at one time
- Follow up with clients to ensure their IT systems are fully functional after troubleshooting
- Document technical knowledge in the form of notes and manuals
- Maintain positive relationships with clients
- Willing to work on shifts

**Qualifications**:

- High school or technical school diploma required
- 0-2 years, including internships, in work experience in Customer Service, Technical Support, Desktop Support, IT Help Desk Technician or similar role
- Strong written and verbal communication skills / bilingual (English/Spanish)

Desired Characteristics
- Degree in a relevant field, like Computer Science, IT or Software Engineering is desired
- Additional certification in Microsoft, Linux, Cisco or related training to IT service desk support
- Hands-on experience with Windows/Linux/Mac OS/Cloud environments desired
Previous experience remotely diagnosing and troubleshooting a broad spectrum of technical issues in a remote fashion
Excellent problem-solving and communication skills
- Ability to provide step-by-step technical help based on knowledge articles, both written and verbal.

**Additional Information**:**
Relocation Assistance Provided**:No

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