Global Service Desk Technician
hace 3 semanas
Location: Mexico City
Function: HV IT
Requisition ID: 1029796
About the Role:
We are seeking a highly skilled and motivated Global Service Desk Agent to join our team in Mexico City. As a Global Service Desk Agent, you will be responsible for providing professional, courteous, and effective technical support and customer service to all internal employees.
Key Responsibilities:
- Provide technical support and customer service to internal employees via phone, email, or chat
- Receive, prioritize, document, and resolve/escalate end-user requests and issues
- Work with internal teams to restore service and/or identify and correct core problems
- Communicate effectively with end-users in all stages of the incident management process
- Stay up-to-date with continuous enhancements to IT, tools, and processes within the internal knowledge base
- Assist the Shift Leader in developing and implementing SLA performance improvement/enhancement plans
- Build relationships/trust with all associates so that they are comfortable approaching them for resolution of customer issues
- Resolve tickets within scope of responsibilities according to defined procedures
- Document all pertinent user information, request/issue details, and troubleshooting steps taken in the ticketing tool
- Follow best practice ticket management processes
- Present a positive, effective, and flexible contribution to achieving team targets and objectives
Requirements:
- Bachelor's degree in computer science or another related field
- 3-5 years of relevant work experience
- Working knowledge of computer hardware and software
- Working knowledge of computer operating systems; including Windows 10 and OS X
- Working knowledge of Active Directory, Office 365, Exchange Management Console, SCCM, MobileIron, Citrix XenDesktop Cisco VPN/Remote Connectivity, etc.
- Working knowledge of mobile device support; including Android and iOS
- Interpersonal skills, with a focus on rapport-building, listening, and questioning skills
- Proven customer service skills
- Exceptional written and verbal communication skills
About Us:
We're a global team of innovators. Together, we harness engineering excellence and passion for insight to co-create meaningful solutions to complex challenges. We turn organizations into data-driven leaders that can make a positive impact on their industries and society.
Championing Diversity, Equity, and Inclusion:
Diversity, equity, and inclusion (DEI) are integral to our culture and identity. We want you to be you, with all the ideas, lived experience, and fresh perspective that brings.
How We Look After You:
We help take care of your today and tomorrow with industry-leading benefits, support, and services that look after your holistic health and wellbeing.
We're an Equal Opportunity Employer:
We're proud to say we're an equal opportunity employer and welcome all applicants for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, age, disability status, or any other protected characteristic.
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