Help Desk Specialist Level 1

hace 3 semanas


Tijuana, México Viamericas A tiempo completo

Viamericas is a #1 ranked and licensed money transmitter offering international money transfer, bill payment, check processing and a variety of other services at thousands of agent locations across the United States, and over 100,000 locations in 50 countries. At Viamericas, our ultimate objective is to help immigrants succeed and improve their lives by providing the highest quality financial services. We are always seeking TOP TALENT - experienced individuals who embrace our core values of respect, innovation, integrity and impact.

**Descripcion del Puesto**:
El especialista en soporte y Help Desk, es responsable de entregar la labor de inicio a fin, acorde con los níveles acordados y con los níveles de servicio requeridos para IT, al trabajar con el usuario final y el equipo de tecnología, el especialista se asegura de analizar y resolver.

**Funciones y Responsabilidades**:

- Desarrollar estrategias de servicio para migrar los problemas de Software, Hardware y redes.
- Detectar y solucionar los problemas de IT a través de los canales Telefónico, Web y local
- Asegurar que todos los incidentes se resuelvan contra los SLA’s
- Informar en tiempo con HelpDesk y soporte usando las métricas, para tickets relacionados
- Evaluar con IT y personal del negocio, para discutir el impacto de los incidentes en nuestros productos y servicios.
- Rastrear y reportar todos los incidentes abiertos y cerrados al líder del grupo
- Desarrollar normas de apoyo, procesos, procedimientos y directrices del negocio para el manejo de incidentes
- Evaluar los “trade-offs” entre los temas utilizados, criterios de valor y su impacto de riesgo.
- Proactivamente aprender y entrenar a otros miembros del equipo, sobre nuevos productos y tecnología de servicio.

**Requisitos y Conocimientos**:

- Tecnólogo en informática, Tecnólogo en Sistemas o carrera a fin.
- Excelente habilidad de comunicación verbal escrita.
- Fuerte ética en atención a clientes.
- Habilidad para priorizar problemas y resolverlos rápidamente.
- Excelente habilidad para analizar y resolver problemas.
- Habilidad eficaz para gestión y politización de proyectos
- Conocimiento pragmático de los sistemas operativos comunes, bases de datos, redes y otras tecnologías de la información.
- Experiência en el uso de software para soporte con tickets
- Experiência con la solución de problemas y saber escalarlos
- Familiarizado con ITIL o frameworks relacionados.

**Condiciones de Trabajo**:

- Esta precisión se requiere para cubrir fines de semana y por las tardes. Y en algunas ocasiones puede ser requerida disponibilidad fuera del horario. En forma periódica para apoyar temporadas altas.
- Bilingüe: Deseable. Buena habilidad de comunicación oral y escrita, ya sea en inglés y en español. Capacidad para hablar con claridad los mensajes en inglés y español.

Come work for industry leaders We are the fastest growing company in the industry, with best in class products. We offer an environment of growth and learning that will help you to grow your potential and develop as a professional.



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