Global Service Desk Support Specialist

hace 4 semanas

Xico, México Hitachi Vantara Corporation A tiempo completo
About the Role

We are seeking a highly skilled and motivated Global Service Desk Agent to join our team at Hitachi Vantara Corporation. As a key member of our support team, you will be responsible for providing exceptional technical support and customer service to our internal employees.

Key Responsibilities
  • Provide professional and courteous technical support and customer service to internal employees.
  • Receive, prioritize, document, and resolve/escalate end-user requests and issues.
  • Communicate effectively with end-users throughout the incident management process.
  • Interact with support teams to restore service and identify and correct core problems.
  • 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 and trust with associates to ensure they feel comfortable approaching you 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 to ensure tickets are handled and updated as per process and service levels are met.
Requirements
  • Bachelor's Degree in Computer Science or 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.
Our Values

We strive to create an inclusive environment for all and are open to considering home working, compressed/flexible hours, and part-time arrangements. We are proud to say we are an equal opportunity employer and welcome all applicants for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status. With Japanese roots going back over 100 years, our culture is founded on the values of our parent company expressed as the Hitachi Spirit: Wa - Harmony, Trust, Respect; Makoto - Sincerity, Fairness, Honesty, Integrity; Kaitakusha-Seishin - Pioneering Spirit.

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