End User Specialist-1

hace 1 mes

Ciudad de México Nissan A tiempo completo

**Summary**:
The End User Computing Specialist manages and oversees day-to-day operation and effectiveness of End User programs and initiatives. Coordinate the provision end user tools required for end users to ensure de operation continuity. Manages and leads development, implementation, and enforcement of organization-wide End User Computing standards, baselines, and procedures in compliance with policy and ensuring the business continuity. Supporting users within IS/IT and act as the first level support for organizational personal computer problems in a timely, effective.

**Key Responsibilities**:
Maintain the functionality and operation of End User Computing services to ensure the availability and continuity of operation of the business.
Ensure the timely and effective attention to users requirements and requests from all areas.
Follow up of problems, root cause analysis and resolution for the incidents in the NMEX End User Computers.
Promotes and follows the creation, execution and operation of improvement projects for end user services that improves and support the operation of the business.
Supervise and follow up for End User Computing providers and key suppliers to ensure SLA’s and adequate delivery of the services.
Manage and coordinate the End User services to ensure the operation and correct working of all end users operation.
Establishes end user necessities and requirements, as well as service monitoring practices for all platforms across the enterprise.
Maintain inventory of all equipment, software and software licenses
Document internal procedures
Report issues to the helpdesk for escalation
Effectively collect information and understand issues users are experiencing and perform diagnostic procedures to isolate and resolve issues
Coordinate and execute workstation relocation requests"
13.Escalate to appropriate support specialists or support groups on unresolved issues
Work with other support groups in assisting in the resolution of incidents or maintenance activities"
Escalate hardware repairs to third party providers as needed
Maintains accuracy/control in the asset database of deployed assets, recording/updating as needed"
Procurement process following

**Education/Certifications**:
Bachelor's degree in Information Systems, Telecommunications, Electronics, Engineering or equivalent work experience

ITIL framework knowledge

**Previous Work Experience**:
At least 5 years of experience in user support areas management as well as User Support call center administration in complex environments with different vendors and technologies and distant geographic locations.

**Other Knowledge, Skills and Abilities**:
Extensive experience in help desk, End User Services, negotiation with users, computer support.
Technical/financial knowledge
Subject matter expert in User Satisfaction, User Support, Computer Support, Help Desk, SLA’s, KPI’s

**IT Best practices in**: ITIL, COBIT, Microsoft Certifications or related.
Exceptional customer service skills
Ability to elucidate technical concepts to non-technical users
Ability to support users at various levels of technical competency
Effectively manages difficult or volatile customer situations
Technical writing/documentation skills
Skilled at communicating to different audiences and stakeholders at every level of the organization.
Ability to successfully manage complex projects with numerous stakeholders across the organization.
Ability to solve complex problems in a dynamic and fast environment.
Ability to build and maintain relationships across diverse teams.
Proficient at handling technical and security related topics.
Procurement process and payment control of end user tools (contracts management, good received, payment process, delivery management)

**Language**:
English - Intermediate level

**Computer Skills**:
Strong knowledge of Windows OS (Multiple version End Users ). Office advance knowledge
Computer local domain services skills (TCP/IP, AD, DNS, DHCP, etc.)"

Nissan (NMEX,NEDM, NRFS, NRFM y ANZEN) realiza contrataciones con base al cumplimiento del perfil de puesto en la vacante, sin distinción (ni discriminación por género, identidad y/o expresión de género, orientación sexual, ) raza, color, idioma, religión, opinión política o de cualquier otra índole, origen nacional o social, posición económica, nacimiento o cualquier otra condición.

Nissan (NMEX,NEDM, NRFS, NRFM and ANZEN) hires based on the fulfillment of the job profile in the vacancy, without distinction or discrimination based on gender, gender identity and/or expression, sexual orientation, race, color, language, religion, political or any other opinion, national or social origin, economic position, birth or any other condition.

Mexico City Mexico

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