IT Service Desk Specialist

hace 4 semanas


Ciudad de México, Ciudad de México The Scotts Miracle-Gro Company A tiempo completo

Job Summary

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

Key Responsibilities

  • Provide frontline technical support to end-users
  • Troubleshoot and resolve 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
  • Document troubleshooting procedures and solutions for common issues in knowledge articles
  • Continuously update documentation to reflect changes in systems and processes

Requirements

  • High School (HS) or General Equivalency Diploma (GED)
  • Desired: CompTIA A+ or greater, CompTIA Security+ or greater
  • 0 - 2 Years of experience preferred
  • 1 - 2 years experience in an IT Service Desk or related role
  • Basic 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 a leading manufacturer of lawn and garden products. We are committed to providing our customers with high-quality products and excellent customer service.

Why Work for Us

We offer a dynamic and supportive work environment, competitive compensation and benefits package, and opportunities for professional growth and development.


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