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IT Service Desk Support Specialist
hace 2 meses
About the Role
We are seeking a highly skilled and motivated IT Service Desk Support Specialist to join our team at American Standard. As a key member of our Digital team, you will play a critical role in providing exceptional support to our end-users globally.
Main Responsibilities
- Provide 1st level IT / Digital Support to end-users globally, troubleshooting and resolving issues related to IT Software and Hardware.
- Manage service requests and incidents using a ticketing system, following established processes and service level agreements.
- Initiate Problem Management, supporting in solving problems arising from repetitive incidents and suggesting long-term fixes aligned with 2nd level support teams and specialists.
- Conduct training sessions and create user documentation to educate end-users on 1st level software or hardware functionalities, best practices, and self-service resources.
- Participate in building a global AI-powered knowledge base to assist end-users and contribute to the future of IT support within Lixil.
- Collaborate with cross-functional teams, including developers, functional consultants, and business users, to address complex issues, provide insights, and contribute to system enhancements.
Requirements
- High school diploma from a professional school in an IT area.
- At least 1 year of experience in Service Desk operations (not mandatory).
- Effective communication skills, both written and verbal, to work with customers and team members to understand and resolve issues effectively.
- A customer-focused mindset with the ability to empathize with customers, provide exceptional service, and maintain a positive customer experience.
- Ability to work collaboratively with other team members to resolve complex issues and ensure timely delivery of support.
- Desire to continuously learn and improve their SAP knowledge and technical skills to stay up-to-date with the latest industry trends and best practices.
- Comfortable working in a fast-paced, dynamic, and global environment.
Equal Employment Opportunity Statement
American Standard and American Standard B&K México are equal opportunity employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, ancestry, sex, sexual orientation, gender identity, national origin, genetics, disability, marital status, age, veteran status, domestic partner status, medical condition, or any other characteristic protected by law.
