IT Service Desk Analyst

Overview:
Waters, the world's leading specialty measurement company that cares about inclusion and diversity is seeking for an IT Service Desk and Desktop Analyst to support the very successful growth of our businesses across the Americas region. Waters deliver benefits through innovation and people that enable customer success in the life, materials and food sciences.
**People create the Waters difference**. By engaging with our talented and diverse workforce we continuously evolve, develop and improve our products. We believe in delivering innovative technology and system solutions to our valued customers to enable their success.

The IT Service Desk Delivery Analyst will be part of a global Service Desk team responsible for the delivery of a high-quality support experience for Waters employees in the region. This position will be based out of our Mexico City, MX location.

The individual will provide a point of contact for employees while adhering to documented support procedures, following up on requests to make sure their customers are satisfied, and making recommendations to Management to help make the support process more streamlined.

At all times, they must provide an excellent customer-service experience for users and resolve support tickets in a timely manner.

**Responsibilities**:

- Act as escalation support for complex issues.
- Assist with the recording and tracking of Service Desk problems and processes, through to final resolution and delivery of metrics.
- Participate in full life cycle of a client implementation, including: business requirements gathering, risk assessment, build, configuration, testing, and support.
- Identify opportunities to leverage enterprise-wide tools for automating, monitoring and managing end user support activities, including imaging, packaging of software and scripting of support tasks, etc.
- Build rapport and elicit problem details from Service Desk customers, while gaining a more complete understanding of business impact.
- Provide training for software, hardware, and cloud solutions used and supported by the organization to other team members.
- Contribute to knowledge bases, manuals, support sites, vendor support contacts, as appropriate.
- Work with external vendors and resources to aid in problem resolution.

Qualifications:
**Education**:
Bachelor’s Degree in a STEM major (Science, Technology, Engineering, Math) or other related field is preferred.

Industry Certification: ITIL Foundations (helpful)

**Experience**:
At least 5 years of experience working in a Help Desk and PC Support role (required)

Superb computer software and hardware troubleshooting knowledge and experience (required)

**Competencies**:
Excellent verbal and written communications skills in English (required)

Patience, positivity, and a passion for helping other employees with technology-related issues, and a deep commitment to end-user satisfaction (required)

Willing to adapt new IT skills in a global environment

Company Description:
Waters Corporation (NYSE: WAT), the world's leading specialty measurement company, has pioneered chromatography, mass spectrometry and thermal analysis innovations serving the life, materials, and food sciences for more than 60 years. With more than 7,000 employees worldwide, Waters operates directly in 35 countries, including 15 manufacturing facilities, with products available in more than 100 countries. Our team focuses on creating business advantages for laboratory-dependent organizations to enable significant advancement in healthcare delivery, environmental management, food safety, and water quality.

Working at Waters enables our employees to unlock the potential of their careers. Our global team is driven by purpose. We strive to be better, learn and improve every day in everything we do. We’re the problem solvers and innovators that aren’t afraid to take risks to transform the world of human health and well-being. We’re all in it together delivering benefit as one to provide the insights needed today in order to solve the challenges of tomorrow.
- Diversity and inclusion are fundamental to our core values at Waters Corporation. It is our responsibility to actively implement programs and practices to drive inclusive behavior and increase diversity across the organization. We are united by diversity and thrive on it for the benefit of our employees, our products, our customers and our community. Waters is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, religion, sex, national origin, sexual orientation, age, marital status, disability, gender identity or protected Veteran status._