Service Desk Analyst

hace 3 semanas

Monterrey, México GM Financial A tiempo completo

Overview:
**Join our team**

The

**Location**: Monterrey, N.L.

**Schedule Flexibility**:Capable of working under a flexible schedule including extended business hours, weekends and holidays (This role supports North America so flexibility on national holidays may be required).

**Responsibilities**:

- Provide timely, first call resolution to technical support issues while following company standards.
- Identify, repair, and resolve any pc hardware or software failures within the GM Financial enterprise.
- Escalate incidents to Senior Service Desk Analysts or third tier support. Provide accurate and updated information on incidents assigned to the Service Desk until the reported incidents are resolved.
- Maintain a high degree of customer service for all support requests.
- Record support incidents and requests in our ServiceNow service management system, monitor and manage the Service Desk ticket queue and document solutions using our knowledge management system.
- Participate in coordinating messages sent on behalf of the Service Desk pertaining to unplanned service disruptions and show initiative by offering suggestions for improvement of service delivery (i.e. reduce downtime, improve response time, process improvement.
- Perform special projects as assigned/required.
- Maintain updated knowledge on computer hardware and software.
- Report to work as scheduled.
- Work well with others.
- Performs other duties as assigned.

Qualifications:
**Knowledge**:

- Ability to correct PC related problems in a timely manner.
- Basic knowledge of networking concepts including TCP/IP, Subnetting, Routing, DHCP, and DNS.
- Knowledge of PC hardware and software.
- Support-level knowledge of the Windows desktop Operating Systems.

**Skills**:

- Ability to accept change and to adapt to shifting organizational challenges and priorities.
- Ability to analyze problems, correlate data from multiple sources and communicate pertinent information to the appropriate support teams.
- Ability to evaluate problems and issues quickly, and to make recommendations for courses of action.
- Ability to manage multiple tasks at one time while remaining cool under pressure.
- Analytical and troubleshooting skills.
- Excellent analytical and troubleshooting skills.
- Interpersonal, verbal and written skills.
- Advanced interpersonal, verbal and written skills.

**Academic Background**:

- Bachelors degree in an IT related field (Completed degree is a must and will be evaluated during interviews).

**Other requierements**:

- Capable of working under a flexible schedule including extended business hours, weekends and holidays (This role supports North America so flexibility on national holidays may be required).

LI-ED1

Disclaimer: Mexico - GM Financial is an Equal Opportunity Employer and is committed to diversity and inclusion at every level of our organization. We do not discriminate against any applicant or employee based on race, color, age, gender, marital status, national origin, religion, sexual orientation, gender identity, veteran status, disability, or any other that undermines human dignity and aims to nullify or impair people´s rights and freedoms.

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