Services Desk

hace 2 días

Puerto Vallarta, México HCLTech A tiempo completo

HCLTech is a global technology company, home to more than 223,000 people in 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending September 2024 totaled $13.7 billion.

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Role and Responsibilities•

· Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer's end users

·Route problems to internal 2nd and 3rd level IT support staff.

· Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.

· Administer and provide User account provisioning.

· Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumvention's.

. Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders / incidents to appropriate

support teams and follow up until closure.

. Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution,

and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs

. Perform user account management activities

Escalate complex problem to appropriate support specialists

Responsible for activities relating to the evaluation, analysis, and setup of PC-based software products (e.g., word processors, spreadsheets,

presentation graphics, database management systems, electronic mail, and communications)

. Troubleshoot client software and basic network connectivity problems

. Identify, evaluate and prioritize customer problems and complaints

. May train users and operators on a limited basis and/or may write training procedures

. Participate in on-going training and departmental development

. Routine maintenance updates with other IT staff and business units

. Provide all required documentation including standards, configurations and diagrams

. Provide knowledge transfer of EUC operations

We offer a competitive package that includes

- Life insurance
- Major Medical Expenses Insurance
- Minor Medical Expense Insurance
- Savings Fund 13% (up to MXN $4,293 monthly)
- Food vouchers 10% (up to MXN $4,400 monthly)
- 30 days as Christmas Bonus
- 12 days of vacation in the first year, increasing 2 days as dictated by law.
- Additionally, we provide continuous training and development opportunities to help our employees achieve their professional goals.

If you're interested, send us your resume in English to ana.manzano@hcltech.com and apply here

For latest updates, follow our page: https://www.linkedin.com/showcase/hcltech-mexico/

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