Technical Service Desk and Field Services Coordinator

hace 2 días

Ciudad de México, Ciudad de México Edenred A tiempo completo

Job Description:

Edenred is seeking a highly skilled Technical Service Desk and Field Services Coordinator to join our Global Technology Americas team. As a key member of our team, you will be responsible for coordinating service desk and field services operations, ensuring seamless delivery of IT services to our end-users.

Responsibilities:

  • Coordinate Service Desk and Field Services operations, and other teams and services provided by Workplace at end-users services level in the care of all IT services provided.
  • Define, Control, and Monitor the activities carried out by the service providers and follow up on the attention of incident or requirements reporting in a timely manner (SLAs, KPIs), and analyze the reports generated by the provider in search of the continuous improvement of the services.
  • HW and SW assets management according to the policies and processes of the country or region covered.
  • Daily monitor the attention of incidents and requirements raised by end-users in the corporate ITSM tool.
  • Prioritize/Coordinate ticket service according to user needs and consider the various aspects of the IT operating environment.
  • Create and manage the guidelines, processes, and formats of attention that technicians must follow.
  • Track scaled or unresolved cases appropriately to improve services and update/generate appropriate documentation, and coordinate with other IT teams until have a final solution.
  • Coordinate with the technicians the generation of the knowledge base that will be used as a basis to provide the services and that is kept updated for the attention of new cases in a standardized and effective way.
  • Request and review the weekly and/or monthly reports generated by the supplier to report the operational efficiency of the supplier and make the corresponding improvements. Validate and/or approve the reports to ensure the right payment of services.
  • Coordinate with the internal areas of Edenred everything related to the processes of Onboarding and Offboarding of personnel in everything related to the IT services involved.
  • Participate, Collaborate and/or Coordinate with local/global IT teams to implement Hardware and Software projects that involve end-users' products and services.
  • Manage asset databases properly and maintained updated accordingly to the devices and users' lifecycle.
  • Follow all methodologies, policies and procedures to ensure that all new products and services will have the minimum impact to Business Units when they are deployed or installed. Perform tests, pilots, deploy by waves, etc.
  • Ensure that all end-user services operations have the required level of security: products, devices and services.
  • Efficiently Manage of IT services received by service providers under the scope.

Requirements:

  • Advanced English;
  • 2+ years in coordination or supervision of Service Desk for more than 1000 users.
  • 3+ years in coordination or supervision of Field Services for more than 1000 users.
  • 3+ years working under the Service Desk Institute and ITIL frameworks in the Processes: Incident Management, Request Management and Knowledge Management.
  • 3+ years managing HW and SW assets
  • 5+ years of technical experience in Computing
  • 5+ years of technical experience in Windows OS environment and Mobile Environment (Android, iOS).
  • 5+ years of technical experience/knowledge in Networks: TCP/IP, Ethernet, WiFi, Bluetooth
  • 5+ years of experience in IT service management (providers). Experience in IT Service Contract Management and Finance.
  • Advanced level in using office tools: Excel, PowerPoint, and Email.
  • Intermediate experience in scripting programming languages
  • Experience working in a multicultural environment (countries/regions)
  • ITIL v3 / v4. Training and certification required.
  • 3+ years using ITSM tools such as Service Desk, Service Now, Jira ITSM (preferred)

Benefits:

  • Ticket Restaurante
  • Ticket Vestimenta
  • Ticket Despensa
  • Prima Vacacional
  • Udemy license
  • Spexx for languages classes
  • Fondo de Ahorro

Equal Opportunity Employer:

Edenred is proud to be an equal opportunity employer. We will not discriminate against any applicant or employee based on age, race, color, creed, religion, sex, sexual orientation, gender, gender identity or expression, national origin, citizenship, marital status or civil partnership/union status, disability, pregnancy, genetic information, or any other basis prohibited by applicable country or local laws.

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