IT Service Desk Specialist

hace 2 semanas


Xico, México The Scotts Miracle-Gro Company A tiempo completo

Job Summary

We are seeking a skilled IT Service Desk Agent II to provide frontline technical support to end-users, troubleshoot hardware and software issues, and escalate complex problems as needed.

Key Responsibilities

  • Provide technical support to end-users, troubleshooting hardware and software issues efficiently.
  • Escalate complex technical issues to senior support staff or relevant teams.
  • Support users through the resolution of self-service or agent-created incidents.
  • Properly categorize and prioritize incidents in ServiceNow.
  • Monitor and track the resolution progress, ensuring timely updates to users.
  • Escalate incidents to Tier 2/3 teams as applicable and in accordance with documented policies.
  • Assist with the submission of service requests for end-users, either through self-service promotion or on behalf of users as applicable.
  • Provide updates to service requests for users as requested.
  • Escalate service requests for users in accordance with task escalation policy.
  • Document troubleshooting procedures and solutions for common issues in knowledge articles.
  • Continuously update documentation to reflect changes in systems and processes.

Requirements

  • Associate's Degree, or equivalent experience in Information Technology, Computer Science, or a related field.
  • CompTIA A+ or greater, CompTIA Security+ or greater.
  • 4 - 7 Years of experience preferred.
  • Moderate to advanced experience in IT Service Desk or related role.
  • Intermediate to advanced troubleshooting skills.
  • Proficiency in utilizing ServiceNow or similar platform.
  • Effective collaboration skills.
  • Advanced in English for effective verbal and written communication.

About Us

The Scotts Miracle-Gro Company is an EEO Employer, dedicated to a culturally diverse, drug-free workplace.


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