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IT Operations Specialist

hace 2 meses

Hermosillo, Sonora, México Leoni A tiempo completo

Job Summary

We are seeking a highly skilled IT Operations Specialist to join our team at Leoni. As a key member of our Global Service Desk (GSD), you will be responsible for receiving and resolving complex technical issues, ensuring timely and accurate resolution of tickets, and providing exceptional customer service.

Key Responsibilities

  • Receive and analyze incoming tickets from various communication channels, identifying and prioritizing issues for resolution.
  • Diagnose and resolve technical issues using developed knowledge and knowledge base, escalating complex issues to higher levels of support as needed.
  • Accurately record issues in the ITSM Ticketing Tool, assigning tickets to the appropriate team for execution and ensuring timely resolution.
  • Handle user access permission requests and other service requests, providing extended knowledge to resolve tickets in specific areas such as SAP, Microsoft Office, VPN, Exchange, and Cisco Collaboration Platform.
  • Perform ticket analyzes, including information requests to end users, and solve tickets, communicating solution descriptions and knowledge base articles.
  • Handle non-standard service requests on an expert level, determining the quality and completeness of ticket transfers, and analyzing performance data of GSD tickets.
  • Analyze and evaluate KPI data, identifying areas for improvement and implementing best practices for optimal ticket dispatching.

Requirements

  • Bachelor's degree in Information System Management or related field.
  • 2+ years of prior Helpdesk experience.
  • Preferred ITIL Foundation Certification.
  • Excellent communication skills in English (both written and verbal).

About Leoni

Leoni is a global company with over 90,000 employees in more than 30 countries. We are committed to providing exceptional customer service and support to our clients.