Help Desk Specialist
hace 4 días
We are seeking a skilled **Help Desk Specialist** to oversee queue management.
In this role, you will be responsible for running monitoring processes, managing agent queues, and ensuring adherence to SLAs, SLOs, and KPIs. Your role will include creating and managing daily reports, communicating objectives and deadlines for each case, and coaching agents on time/case management to optimize performance. You will report to Team and Program Managers and collaborate with other teams within the project.
RESPONSIBILITIES
- Oversee the case life cycle from initiation to resolution
- Route cases based on initial response SLA, priority, and support package
- Analyze, optimize handling, and identify gaps in cases
- Reassign cases between agents as necessary
- Report operational and agent-specific incidences to Team Leads or Team Managers
- Monitor multiple agent queues
- Create handoff reports for transitioning cases to other sites and regions
- Maintain and leverage documentation and tools
- Conduct regular meetings with Team Leads and Team Managers
**REQUIREMENTS**:
- 2+ years of experience in help desk or similar roles with a focus on queue management
- Demonstrate excellent, consistent quality scores and performance metrics
- In-depth knowledge of performance metrics
- Proficient in Excel and Google Sheets
- Familiarity with ITSM structure and advanced understanding of ITIL
- Knowledge of internal procedures and tools
- Advanced level of English, both spoken and written
NICE TO HAVE
- Workforce management experience
WE OFFER
- Career plan and real growth opportunities
- Unlimited access to LinkedIn learning solutions
- International Mobility Plan within 25 countries
- Constant training, mentoring, online corporate courses, eLearning and more
- English classes with a certified teacher
- Support for employee’s initiatives (Algorithms club, toastmasters, agile club and more)
- Enjoyable working environment (Gaming room, napping area, amenities, events, sport teams and more)
- Flexible work schedule and dress code
- Collaborate in a multicultural environment and share best practices from around the globe
- Hired directly by EPAM & 100% under payroll
- Law benefits (IMSS, INFONAVIT, 25% vacation bonus)
- Major medical expenses insurance: Life, Major medical expenses with dental & visual coverage (for the employee and direct family members)
- 13 % employee savings fund, capped to the law limit
- Grocery coupons
- 30 days December bonus
- Employee Stock Purchase Plan
- 12 vacations days plus 4 floating days
- Official Mexican holidays, plus 5 extra holidays (Maundry Thursday and Friday, November 2nd, December 24th & 31st)
- Relocation bonus: transportation, 2 weeks of accommodation for you and your family and more
-
Help Desk Support Specialist
hace 4 semanas
Guadalajara, Jalisco, México Wipro Limited A tiempo completoWipro Limited, a leading technology services and consulting company, seeks a talented Help Desk Support Specialist to join their team.Salary: $60,000 - $80,000 per yearAbout the Role:We are looking for an experienced Service Desk Analyst to support our global clients. As a key member of our team, you will be responsible for providing technical support and...
-
Help Desk
hace 6 meses
Guadalajara, México Taltere A tiempo completoImportante empresa 100% mexicana, formada como un centro de desarrollo para productos de software de negocio de misión crítica en plataforma PROGRESS, busca tu talento como: **ING HELP DESK** Buscamos: - Grado académico: Titulado o Pasante de Ing. en Sistemas Computacionales, Lic. en Informática o afín - Experiência indispensable: +1 años de...
-
Help Desk Analyst
hace 6 meses
Guadalajara, México Quantum Storage Mexico S. de R.L. de C.V A tiempo completoYou’re joining a team of exceptional leaders and individuals who strive for growth and improvement across our business. The information team plays a crucial role in the success of our organization, and you’ve got a passion for ensuring both our business and customers are protected by creating and improving world-class programs and products. Job...
-
Help Desk Operations Specialist
hace 3 semanas
Guadalajara, Jalisco, México Plexus A tiempo completoJob OverviewWe are seeking a highly skilled Help Desk Operations Specialist to join our team at Plexus. This is a fantastic opportunity for someone who is passionate about delivering exceptional customer service and troubleshooting complex technical issues.About the RoleThe successful candidate will be responsible for resolving moderate operational issues...
-
Help Desk Administrator Sr
hace 6 meses
Guadalajara, México Benchmark A tiempo completo**BENCHMARK GUADALAJARA IS LOOKING FOR THE FOLLOWING PROFILE**: Help desk Administrator Sr **COMPANY DESCRIPTION**: Benchmark provides comprehensive solutions across the entire product lifecycle, leading through its innovative technology and engineering design services, leveraging its optimized global supply chain, and delivering world-class manufacturing...
-
Analista Help Desk
hace 6 meses
Guadalajara, México Esprezza A tiempo completo**Puesto: Help - Desk conectividad** **Requisitos**: - **Experiência no necesaria**: - Bachillerato técnico o estudiante en sistemas, informática, redes o a fin. - Saber manejar estándar y contar con licencia vigente. **Actividades**: - Soporte remoto a clientes vía telefónica y/o Team Viewer, reportes, capacitación a clientes para el uso de las...
-
Help Desk
hace 1 mes
Guadalajara, México KD Soluciones A tiempo completo¿Te apasionan las tecnologías? Tienes experiência en administración y resolución de tickets, RMAS, atención al cliente interno/ externo y atención en mesa de servicio? ¡¡¡En KD estamos buscándote!!! Help Desk **Requisitos**: - Licenciatura trunca o terminada en sistemas, mecatrónica, informática o afín. - Edad: 20 a 34 años. -...
-
Help Desk Manager Bilingüe
hace 6 meses
Guadalajara, México Relay Human Cloud A tiempo completo**Relay Human Cloud is looking for you!** Relay Human Cloud, a global staffing organization based in Dallas, Texas, hires highly qualified **HELP DESK MANAGER** to support our third-party customers. We are looking for bright, energetic people to add to our team! **Job Overview** The Helpdesk Manager role will lead the team in completing and documenting...
-
IT Help Desk Specialist
hace 2 meses
Guadalajara, Jalisco, México The Launch Box A tiempo completo**_Technical Support_**The Launch Box is seeking a skilled IT Help Desk Specialist to provide technical assistance and support to our clients. This role involves serving as the first point of contact for clients seeking technical assistance and resolving their issues in a timely and efficient manner.**_Responsibilities:_**- Provide prompt and courteous...
-
Senior Help Desk Specialist
hace 4 días
Guadalajara, México EPAM Systems A tiempo completoWe are looking to recruit a talented **Senior Help Desk Specialist** to manage queue operations effectively. In this capacity, you will oversee monitoring activities, handle agent queue assignments, and ensure compliance with SLAs, SLOs, and KPIs. Your responsibilities will also include generating and overseeing daily reports, setting objectives and...
-
Help Desk Operations Manager
hace 19 horas
Guadalajara, Jalisco, México Epam Systems A tiempo completoWe are seeking a seasoned Help Desk Operations Manager to oversee queue operations and drive efficiency.The ideal candidate will have 3+ years of experience in help desk roles or related fields, with a proven track record of superior quality scores and consistent performance metrics. Proficiency in Excel and Google Sheets is also essential.Key...
-
Help Desk Analyst
hace 6 meses
Guadalajara, México Fair Trade Outsourcing A tiempo completoSomos una compañía transnacional con operaciones en México, Ghana, Filipinas y Estados Unidos. Nuestras oficinas en México están ubicadas en Concentro, en Zapopan, Jalisco. **IT SUPPORT | HELP DESK ANALYST** BENEFICIOS - **Horario: lunes a viernes 8:00am - 5:00pm (1 hora de comida)**: - ** Salario base $20,000 nominales al mes**: - Fondo de ahorro -...
-
Service Desk Specialist
hace 7 días
Guadalajara, Jalisco, México Cognizant A tiempo completoWe are looking for a highly skilled Service Desk Specialist to join our team at Cognizant. As a Service Desk Specialist, you will be responsible for providing exceptional customer service and technical support to our clients. Your primary objective will be to ensure that all incidents are resolved efficiently and effectively, adhering to our defined SLAs and...
-
Help Desk Coordinator 2(R)
hace 7 meses
Guadalajara, México Sanmina A tiempo completoJob Description Help Desk Coordinator 2 Help Desk Coordinator 2 Education : Bachelor in Computer Information Systems, Engineering, Technician , Computer Applications or equivalent. Experience : Experience in call center or customer service environments Account Administration experience is a plus. Conocimientos : Strong...
-
Clinical Service Desk-Helpdesk Specialist
hace 1 mes
Guadalajara, Jalisco, México NTT DATA Services A tiempo completoJob Title: Clinical Service Desk SpecialistJob Summary:NTT DATA Services seeks a Clinical Service Desk Specialist to join our team. This is a full-time opportunity that requires shift flexibility, including nights, weekends, and holidays. The successful candidate will be responsible for handling inbound customer calls, responding to service desk tickets, and...
-
Supervisor Service Desk, Help Desk, Call Center
hace 3 meses
Guadalajara, México TALINK A tiempo completoIng. o Lic. en computación, Sistemas, Informática, telecomunicaciones, o carrera afín. (Carrera concluida) Edad: 24 a 40 años Sexo: Indistinto Idiomas: inglés intermedioExperiência requerida: Experiência mínima de 3 a 5 años en ssupervisar y coordinar el servicio de soporte técnico a usuarios de la empresa, manteniendo el buen funcionamiento de...
-
Soporte Técnico Jr
hace 2 semanas
Guadalajara Centro, México Corporativo Fragua A tiempo completo¡Únete a nuestra gran Familia Farmacias Guadalajara! Somos una empresa orgullosamente mexicana con 82 años en el mercado. Nuestros valores y disciplina nos llevaron a formar parte de la Bolsa Mexicana de valores desde el año de 1997. Aprendemos de nuestros clientes en cada rincón del país y evolucionamos continuamente. Nos mantenemos a la vanguardia...
-
Clinical Service Desk Representative
hace 3 semanas
Guadalajara, Jalisco, México Ntt Data A tiempo completoJob OverviewThis is a unique opportunity to join NTT DATA, Inc. as a Clinical Service Desk Representative - Healthcare Support Specialist.
-
Clinical Service Desk Specialist
hace 6 días
Guadalajara, Jalisco, México Nttdata A tiempo completoAbout the RoleWe are seeking an experienced Clinical Service Desk Specialist to join our team. This role will be responsible for providing exceptional customer service and technical support to our healthcare customers.Responsibilities:Respond to incoming service desk calls from healthcare customers regarding clinical applications such as Epic, Cerner,...
-
Coordinador de Atención a Clientes
hace 6 meses
Guadalajara, México OMKARA A tiempo completo**¡Únete a nuestro gran equipo como Help Desk!** Somos una empresa apasionada por la vanguardia tecnológica e informática, dedicada a la creación constante de innovación. Nos especializamos en la gestión de servicios en TI, brindando apoyo a diversas empresas con el desarrollo e implementación de software, con el objetivo claro de elevar sus...