Service Desk Support Specialist
hace 1 semana
We are seeking a highly motivated and detail-oriented Service Desk Agent to join our team at GM Financial. As a Service Desk Agent, you will be responsible for providing timely and effective technical support to our internal customers, resolving software and hardware-related issues, and escalating complex problems to senior analysts or third-tier support.
Key Responsibilities:
- Provide first-call resolution to technical support issues while following company standards and knowledge articles.
- Identify, troubleshoot, and resolve PC hardware, software, or network failures within the GM Financial enterprise.
- Train users to take advantage of automated and self-service capabilities.
- Escalate incidents to senior analysts or third-tier support.
- Maintain accurate and updated information on incidents assigned to the Service Desk until reported incidents are resolved.
- Record support incidents and requests in the ServiceNow management system and document solutions using our knowledge management system.
Requirements:
- Bachelor's degree or completion diploma.
- Experience in an end-user support environment (physical or remote) is a plus.
- Experience as an agent for customer service campaigns or remote support is a plus.
- Proficient in English (capable of business conversations).
- Knowledge of PC hardware and software.
- Support-level knowledge of the Windows desktop Operating Systems.
- Capable of working under a flexible schedule, including extended business hours, weekends, and holidays.
What We Offer:
- A competitive salary and benefits package.
- Opportunities for career growth and development within the IT Department and a global company.
- A dynamic and inclusive work environment that values diversity and inclusion.
Location: Monterrey, N.L.
Reports to: Service Desk Team Lead
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