Service Desk Agent

hace 7 meses

Ciudad de México UST A tiempo completo

**Service Desk Agent**

**Associate II - Cloud Infrastructure Services
**Who we are**:
Born digital, UST transforms lives through the power of technology. We walk alongside our clients and partners, embedding innovation and agility into everything they do. We help them create transformative experiences and human-centered solutions for a better world.

UST is a mission-driven group of over 39,000+ practical problem solvers and creative thinkers in over 30+ countries. Our entrepreneurial teams are empowered to innovate, act nimbly, and create a lasting and sustainable impact for our clients, their customers, and the communities in which we live.

With us, you’ll create a boundless impact that transforms your career—and the lives of people across the world.

**You Are**:
The associate will identify, deliver, and install electronic equipment at end-user desks. They will also assist users with Video Conference meeting setup as well as troubleshoot any Video Conferencing issues. This position will also keep accurate inventory, as well as maintain a neat and orderly stock room. They will do some light end-user-on-one training to help users understand and adopt the technology. They will help employees with hands-on IT issues but will also have to be able to direct IT support to an internal IT support desk.

**The Opportunity**:

- Use Service-Now to accept, work, and resolve incidents
- Open incidents and requests in Service-Now
- Communicate with internal IT employees and end users in an effective and professional manner
- Be prepared to offer one-on-one training using already-created training materials
- Install electronic equipment including but not limited to carrying equipment, installing equipment, and removing old equipment as well as trash
- Track, maintain, and organize electronic equipment stock. This includes, but is not limited to laptops, monitors, cables, headsets, adapters, and printers.
- Prioritize the needs of VIP members
- Shadow and familiarize with white glove
- Staff TechZone desk during office hours (09:00 AM to 5 PM). Hours may change to accommodate special company events
- Image laptops and desktops (Windows / Mac)
- Assist with Video Conferencing setup and troubleshooting
- Desk setups, end-user desk moves, and removal of electronic equipment
- Direct end users to an internal IT support desk for any duties not described above
- Works with customer IT leadership to ensure any personnel problems that arise are handled and resolved within 90 days or automatic dismissal of individual resources will occur
- Assist Mexico facilities team with local IT-related needs
- Assist users based out of Europe locale with their local IT-related needs. Ex. Shipping of laptops, accessories, etc.
- Alert (when applicable) IT management of IT issues that may be developing in the Mexico office or global IT system. Ex: SSO is down, or no one can print in the Mexico office.

This position description identifies the responsibilities and tasks typically associated with the performance of the position. Other relevant essential functions may be required.

**What you need**:

- Strong organizational skills
- Exemplary customer service skills are mandatory, along with the ability to empathize with customers and their needs
- Must be able to move at a quick pace
- Must be able to prioritize several concurrent issues to address the most urgent first Must be proficient in assisting customers users with their technical needs with the following devices: laptop, desktops, desk phones, headsets, mouse, keyboards, mobile devices (iOS, Android), printing, faxing, scanning

**What we believe**:
We’re proud to embrace the same values that have shaped UST since the beginning. Since day one, we’ve been building enduring relationships and a culture of integrity. And today, it's those same values that are inspiring us to encourage innovation from everyone, to champion diversity and inclusion, and to place people at the center of everything we do.

**Humility**:
We will listen, learn, be empathetic and help selflessly in our interactions with everyone.

**Humanity**:
Through business, we will better the lives of those less fortunate than ourselves.

**Integrity**:
We honor our commitments and act with responsibility in all our relationships.

**Equal Employment Opportunity Statement
**UST is an Equal Opportunity Employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

UST reserves the right to periodically redefine your roles and responsibilities based on the requirements of the organization and/or your performance.

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