IT Service Operations Manager

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.

FSO (Field Services Operations) Manager

We're looking for a SSM based in Garcia N.L, with experience in:

FSO (Field Services Operations)

Service Desk

Operations management, customer engagement, and team coordination

Years of Experience:

Total : 3-4 yrs of University education post High school (B.Sc. or Diploma)

Relavant : 3 years of help desk, voice customer service, and support experience with problem solving involving

involving hardware, software, and networks.

SLAs or Health & Safety standards specific to FSO roles, familiar with Level 2 specific SLAs or formal escalation

handling KBs and SLAs, Service Desk metrics, KPI management and solid strengths on the technical and L2 side, and hands-on L1 Service Desk.

experience with direct client communication in a Field Support setting.

- Provide 24x7x365 Tier 1 support as the single point of contact for all IT incidents and service requests.
- Responsibilities include ticket intake, categorization, resolution, escalation, and closure using Customer-approved ITSM tools.
- The desk will resolve common issues remotely, conduct satisfaction surveys, and generate monthly performance reports aligned with ITIL standards and Customer SLAs.
- Provide integration with other Customer Service Desk such as Alestra and Innova Print.
- The responsibilities & scope on the matter will be described in further sections.
- Must be a native Spanish speaker with B2 / B1 English skills
- Should be willing to work from office at HCL Mexico GDC

Soft Skills

- Excellent communication and conversation skills (Verbal and Written)

- Good documentation skills

- Good working knowledge of MS OFFICE (Including MS Project and Visio)

- Should have a great customer handling skills

- Able to handle unforeseen situations

- High level of acceptance

- Can drive HCL's value and its methodology

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

Technical Requirements

· Phone support experience necessary. Typing Speed of 40 WPM with 90%+ Accuracy is required.

· Technical helpdesk or technical call center experience is necessary.

· Disciplined, systematic problem solving skills required.

· Hands-on work experience with the following:

· Windows Operating systems

· Clients: Windows7, Windows Vista, Windows XP, Windows 2000

· Servers: Windows 2000, Windows 2003, Windows 2008,

· Knowledge of Active Directory, Exchange 2003/2007

· ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service Center

· User account creation for Active Directory, Exchange Mailboxes, Distribution lists

· Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools

· MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio

· Internet browsers (e.g. Explorer, Chrome, Firefox),

· VPN and remote dial-in users

· Support for laptop, desktops, and printers

· PDA and blackberry support

· Others: Adobe Acrobat and other common desktop applications like Winzip, etc

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/