IT Operations Specialist

hace 3 semanas


Xico, México Leoni Ag A tiempo completo

About the Role:

We are looking for an IT Operations Specialist to join our team at Leoni Ag. As an IT Operations Specialist, you will be responsible for ensuring the availability of IT services and responding to incoming calls, mails, chats, and service requests based on GSD standards.

Key Responsibilities:

  • Diagnose and resolve issues with the help of developed knowledge and knowledge base.
  • Cold/Warm transfer of unresolved tickets to higher levels.
  • Accurate recording of issues in the ITSM Ticketing Tool of Customer and assigns to the appropriate team for execution.
  • Handles incoming user/access permission requests as well as other service requests until execution.
  • Identifies tickets for Knowledge Base.
  • Supports users with extended knowledge to resolve tickets in the specific knowledge area (e.g., SAP, Microsoft Office, VPN, Exchange, Cisco Collaboration Platform, Mobile Devices).
  • Performs ticket analyses (second level) including information requests to the end user.
  • Solves tickets and communicates solution description/Knowledge Base article.
  • Handles Non-Standard Service Requests on expert level.

Requirements:

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

About Us:

We are a global manufacturing company committed to further development, intercultural exchange, and innovation. We offer a supportive work environment and opportunities for growth and development.



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