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IT Customer Experience Analyst

hace 1 mes

Saltillo, México Steelcase A tiempo completo

We are hiring an
**IT Customer Experience Analyst** toact as frontline ambassadors to Information Technology and Steelcase with responsibility for delivering high-performance support that is focused to guide and enrich Steelcase employees and our visitor’s technology wellbeing. Through a complete understanding of Information Technology infrastructure, processes and end-user technologies ensures that our employees and visitors technology needs are met.

**What You Will Be Doing**

This person provides basic and advanced technical support and consulting that includes hardware and software installations and configurations, set-up and manages hardware and software technology products, including the troubleshooting throughout the technology value-stream.

Requires complete knowledge, understanding or the ability to learn the organization’s processes quickly for escalations and configurations. Engages with diverse employees, customers, or visitors with an empathetic, consultative approach. Builds relationships and trust in order grow technical competency by working with other teams across IT and other areas. May have responsibility for special assignments or Projects. Self-learner who stays on top of the latest technology advancements in the enterprise and consumer space while abiding by all internal control and compliance practices.

At Steelcase, we know that work matters and can provide people with a deep sense of purpose. The workplace offers us a shared space designed for community, innovation, and learning, a place to connect and conduct our most meaningful work. As such, our office is the primary hub for doing work, but by no means is it the only place.

Steelcase employees have always had a say in where they work - whether that is in the office, at home, or somewhere in between. We will continue to maintain this practice as part of our larger hybrid work strategy.

While flexibility varies by role and team, we support choice and control for our employees so they can choose the best place to do their best work.

**Who You Are**:
***

**Required Skills and Competencies**
- Bachelor’s degree in a related field.
- Advanced English, written and oral.
- 2+ year experience in a similar role.
- Experience deploying Windows 10 images
- Experience troubleshooting Windows and Mac Computers/Peripherals
- Experience troubleshooting printers
- Experience with Office 365 suite
- Experience working with ticketing systems (ServiceNow is preferred)
- Basic Network knowledge

**Preferred Skills and Competencies**
- Knowledge of methodologies such as Scrum or Kanban is preferred
- Possess a detailed understanding of all appropriate IT processes in a globally coordinated enterprise.
- Must be disciplined to use tracking, ticketing, and measurement tools with accuracy.
- Ability to support Windows and Mac Desktops and peripheral hardware configurations.
- Ability to support cellphone lines.
- Ability to maintain a professional, helpful, and empathetic demeanor in dealing with customer issues.
- Strong verbal and writing communication skills
- Ability to work with vendors and other service providers in problem resolution or escalation.
- Ability to interact with individuals at all levels globally with diverse cultures.
- Must be idea and solution driven with an understanding of problem-solving techniques that show results.

**Why People Choose to Work With Us**:
At Steelcase, we put people at the center of everything we do. We understand the role of work and believe that it can bring meaning and purpose to the lives of our customers and our employees. We prioritize supporting our employees both in and out of work, in all aspects of their lives. When we bring our talents together, we make a positive lasting impact through our work and communities.

**Who We Are**:
Organizations around the world trust Steelcase to help them create places that help people work better, be inspired, and accomplish more.
- We design, manufacture, and partner with other leading organizations to provide architecture, furniture, and technology solutions - accessible through a network of channels, including over 800 Steelcase dealer locations. Steelcase is a global, industry-leading, publicly-traded company with fiscal year 2021 revenue of $2.6 billion.

**What Matters to Us**:

- Steelcase provides employment opportunities to all qualified employees and applicants without regard to race, color, creed, genetic information, religion, national origin, gender, sexual orientation, gender identity and expression, age, disability, or veteran status and bases all employment decisions only on valid job requirements. We are proud to be recognized for our inclusive workforce by the Corporate Equality Index for the past nine years.
- If you’re interested in Steelcase, but this isn’t the right time or role, join our Talent Community to be updated on future openings in your area(s) of expertise._

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