Service Desk Associate Ii

hace 6 meses

Monterrey, México GE Corporate A tiempo completo

**Job Description Summary**:
**Job Overview**:
Serving customers by performing higher level troubleshooting, providing resolution where L1 either does not have the technical capability or where the issues are more complex and time consuming. Logging OEM hardware tickets with vendors and managing them to resolution. Work with vendors and different L2, L3 teams to find root causes of technical issues and solutions to eliminate them. Identify knowledge/process gaps, implement solutions to increase L1 SD agents’ technical skills and ability to resolve on first contact.

**Essential Responsibilities**:
**In this role, you will**:

- Perform skilled troubleshooting for all IT related issues and escalations.
- Focal point for customer interaction and support for all IT related remote issues including client, wireless and physical connectivity.
- Maintain/resolve all open incidents/tasks within ticket queue in a timely manner.
- Partner with Digital Workplace Solutions Premium Experience Team on new technology introduction projects to ensure the campus is prepared to deploy and support the new solutions.
- Advanced remote support for collaboration with other IT teams to find root cause or solution.
- Ensure all business policies and standards related to client services and IT security and compliance are being met.
- Deliver a customer service approach for IT support issues for Corporate and remote clients, using any available tools and resources.
- Analyze and resolve complex hardware and software issues or if remote resolution is not applicable follow related processes.
- Collaborate with other IT teams to create and refresh processes according to the current service desk environments.
- Be a resource and guidance for expert service desk with regards to technical solutions and procedures.
- Mentor low performing agents to increase the RFC
- Establish working relationships with expert service desk and other support teams.
- Communicate, orally and in writing, technical information to audiences at all levels of the organization.
- Be a participative member of the team and communicate with various teams.
- Perform all other duties as specified by leadership team.
- Provide support to remote users, when required, through the telephone or Skype session - including screen sharing or direct access to the user’s machine.

**Basic Qualifications**:

- Associate’s degree in Computer Science, Information Management or other technical / IT field, OR in lieu of a degree: a HS diploma/GED and 2+ years of IT experience or equivalent, working in a technical support position where a very high resolution rate of incidents has been achieved and demonstrated ability to resolve complex technical issues
- Fluency and Literacy in English required
- Must be willing to work in different shift patterns if needed

**Desired Characteristics**:
**Technical Expertise**:

- Operating systems : Windows 7, 10 and MAC OS
- Office 365 suite, IDM, Outlook
- VPN & Basic Networking
- PC hardware
- Effective troubleshooting, problem identification and solution skills

**Business Acumen**:

- Experience in mission critical IT operations support environments
- Ability to effectively interface with all levels of the organization and external customers
- Experience working in a global organization
- Able to prioritize and deal with high throughput of work

**Personal Attributes**:

- Passion for technology and learning
- Excellent written and oral communication and interpersonal
- Strong team player - collaborates well with others to solve problems and actively incorporates
- Hardly accept answer: “Not possible”

**Additional Information**:
**Relocation Assistance Provided**:No

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