Service Desk

hace 3 días

Guadalajara, México UST A tiempo completo

**Help Desk**

Associate I - Cloud Infrastructure Services

**Who we are**:
Born digital, UST transforms lives through the power of technology. We walk alongside our clients and partners, embedding innovation and agility into everything they do. We help them create transformative experiences and human-centered solutions for a better world.

UST is a mission-driven group of over 29,000+ practical problem solvers and creative thinkers in over 30+ countries. Our entrepreneurial teams are empowered to innovate, act nimbly, and create a lasting and sustainable impact for our clients, their customers, and the communities in which we live.

With us, you’ll create a boundless impact that transforms your career—and the lives of people across the world.

**You Are**:
UST Global Mexico is looking for an experienced and passionate Service Desk Agent to join our team, responsible for developing a deep understanding of client systems and business practices and should ensure that the service achieves or exceeds its service level targets related to the tickets logged.

**The Opportunity**:
Follow the runbook/SOP to monitor, track and co-ordinate to closure incidents/service requests
- Provide day to day monitoring support for respective work streams (NOC, SOC)
- Work on incidents and SRs pertaining to respective work streams
- Track, co-ordinate and close incidents and service requires according to agreed service levels
- SLA Adherence
- Compliance towards runbook-based troubleshooting process
- Time bound elevations and routing of tickets - OLA Adherence
- Manage ticket backlog timelines - SLA adherence in managing ticket backlogs
- Adhere to defined process - # of Non-compliance events from internal/external audits
- Completion of all mandatory customer and organization training requirements

**What you need**:

- Excellent English Communication skills and should have experience in voice support
- 3+ years of Experience in technical Voice Support or ServiceDesk
- Knowledge in Health Domain is an advantage.
- Willing to work in 24*7 shift (Rotating schedule)
- Basic understanding of On-premises and Azure Active Directory.
- Knowledge of Computers and basic understanding of Networks, with an excellent knowledge on Windows 10-11, Office365 and MS Products.
- Should have understanding on MFA and Intune.
- Good Understanding of ITSM tools
- ServiceNow.
- Flexibility to take on additional tasks

**What we believe**:
We’re proud to embrace the same values that have shaped UST since the beginning. Since day one, we’ve been building enduring relationships and a culture of integrity. And today, it's those same values that are inspiring us to encourage innovation from everyone to champion diversity and inclusion, and to place people at the center of everything we do.

**Humility**:
We will listen, learn, be empathetic and help selflessly in our interactions with everyone.

**Humanity**:
Through business, we will better the lives of those less fortunate than ourselves.

**Integrity**:
We honor our commitments and act with responsibility in all our relationships.

**Equal Employment Opportunity Statement**
UST is an Equal Opportunity Employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

UST reserves the right to periodically redefine your roles and responsibilities based on the requirements of the organization and/or your performance.

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