IT Service Desk Analyst

hace 7 meses

Saltillo, México Steelcase A tiempo completo

**IT Service Desk Analyst**

We are hiring a

**What You Will Be Doing**:

- Investigate, diagnose, research and where possible, resolve incidents / requests from customers / users, using all available resources (i.e., knowledge base, online resources, etc.), consult with colleagues or coordinate / expedite and redirect tickets to other competent teams.
- Update cases and requests in the centralized incident management system. These requests may be, but are not limited to software product installation and configuration, account management in various computing systems, consultancy for customers / users, etc.
- Ensure that users who have signaled the issue are kept informed (through the appropriate channels) about the progress made in relation to the evolution and resolution of requests assigned to the team.
- Take over calls and create tickets based on requests addressed to the Service Desk team, to find a solution for the issues/incidents, addressing them as soon as possible.
- Document major incidents and direct them according to the processes established by the documentation or by the procedures set at the team level.
- Work independently or in a team to solve specific problems for which there is no documentation, for which the documentation is obsolete or not yet adapted.
- Identify and report to the team if the documentation is incomplete or contains incorrect information.

**Who You Are**:
**Required Skills and Competencies**
- Bachelor’s degree in Information Technology or related field.
- Advanced English is a must.
- At least one year of experience in a similar role.
- Customer orientation with listening skills. Team player and results oriented.
- Interpersonal and communication skills for interaction with internal and external clients.
- Availability to work during NA shift hours (10am - 7pm).

**Preferred Skills and Competencies**
- Ability to provide customer support for products used in the workplace: laptops, computers, printing, scanning, and copying equipment, telephones, etc.
- Basic Knowledge of Microsoft Office 365
- Basic Knowledge of Network Trouble Shooting
- Experience with Ticket System, Service Now is preferred

**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**:
More than qualifications, we’re looking for talent and potential. We are proud to have a diverse and inclusive workforce, and we're always looking to improve our global community. We value applicants who are comfortable interacting with people different from themselves, building mutual respect and positive relationships. We invite people from all backgrounds and genders to apply.

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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