Service Desk Analyst

hace 2 semanas

Mexicali, México Emprego MX A tiempo completo

**Descripción y detalle de las actividades**
- Installation, maintenance, and troubleshooting of mobile devices, network & server equipment, workstations, sounds systems, printers, IP Phones, projectors, and video conferencing systems
- Perform PC Hardware deployments, and turnover and asset management. Work directly with Infrastructure & Application teams to support customers
- Excellent customer relationship, communication, and interpersonal skills
- Required to follow all HSE rules & regulations
- Ensure a professional, customer focused and efficient IT support service are provided by all team members to the business in line with agreed SLA’s. Educate and guide the local IT community and customers on the correct processes to log issues and request IT services and ensure these processes are followed. Ensure call queues are consistently monitored and potential SLA breaches are proactively identified and managed. Ensure team workload is fairly and evenly distributed amongst team members maintaining efficiency and continuity in the event of team absence. Assist in the development and implementation of best practice. Proactively identify potential improvement activities as part of a continual service improvement culture. Perform routine call trend and root cause analysis to identify recurring themes to feed into problem management and CSI planning. Work with the Regional Service Desk Manager to provide requested reporting information required to monitor team performance against agreed targets and SLA’s
- Ensure agreed improvement activities are successfully implemented and adopted by all members of the team. Identify local team and end user training requirements and work with the Regional Service Desk Manager and the wider business to create and deliver training as required
- Act as a point of escalation and provide IT advice and expertise for both your team and customers. Work as an effective member of a multi skilled global IT team demonstrating leadership qualities. Build and

**Experiência y requisitos**
- Ability to prioritize and organize work effectively in a high volume, fast paced environmentPreferred Qualifications
- Relevant Bachelor’s Degree preferred. ITIL Foundation Certified (V3 or V4) preferred. Manufacturing industry/environment experience preferred. Experience supervising and tasking 1st and 2nd line IT support staff. Experience working in a leadership role managing technical IT resources. Experience working with continuous improvement methodologies. Experience managing virtual teams across multiple geographies. Excellent customer focus and communication skills.

**Organización**
- GKN Aerospace**Giro**
- Manufacturera**Actividad principal**
- Empresa de Manufactura de componentes para el sector aeroespacial.**Número de empleados**
- 230**Número de vacantes** 1**Área** Sistemas**Contrato** Permanente**Turno** Diurno**Jornada** Tiempo Completo**Estudios** Carrera Profesional**Sexo** Indistinto

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