IT Service Desk Supporter

hace 2 semanas

Ecatepec, México American Standard A tiempo completo

Visión general:
**Responsabilidades**:
You will be involved in IT / Digital Service Desk team and will be responsible for:

- 1st level end-user Support: Assist end-users in troubleshooting and resolving issues related to IT Software and Hardware request and incident management: Track and manage service requests and incidents using a ticketing system, following established processes and service level agreements.
- Initiation of Problem Management: support in solving problems arising from repetitive incidents and suggest long term fixes that will be aligned with 2nd level support teams and specialists.
- User training and documentation: Conduct training sessions and create user documentation to educate end-users on 1st level software or hardware functionalities, best practices, and self-service resources. Keep knowledge base articles up to date to enable users to resolve common issues independently.
- Actively participate in the building a global AI powered (ChatGPT/Outsystems) knowledge base to assist end users and build the future of IT support within Lixil.
- Collaboration and communication: Collaborate with cross-functional teams, including developers, functional consultants, and business users, to address complex issues, provide insights, and contribute to system enhancements. Communicate effectively with stakeholders at various levels to understand requirements and deliver solutions.

Requisitios:

- High school diploma from professional school in IT area
- At least 1 year experience in Service Desk operations (not mandatory)
- Communication skills: effective communication skills, both written and verbal, are crucial to working with customers and team members to understand and resolve issues effectively.
- Customer-oriented: A customer-focused mindset with the ability to empathize with customers, provide exceptional service, and maintain a positive customer experience.
- Teamwork and collaboration: Ability to work collaboratively with other team members to resolve complex issues and ensure timely delivery of support.
- Continuous learning: A desire to continuously learn and improve their SAP knowledge and technical skills to stay up to date with the latest industry trends and best practices.
- Comfortable working in a fast paced, dynamic, and global environment

EEO Statement:
AS, AMERICA INC. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, ancestry, sex, sexual orientation, gender identity, national origin, genetics, disability, marital status, age, veteran status, domestic partner status, medical condition or any other characteristic protected by law. Only at LIXIL’s request preferred vendors may be invited to refer talent for specific open positions. In such cases, a current and fully executed agreement with LIXIL must be in place.

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