Service Desk Technician
hace 2 semanas
ERM is seeking a motivated Service Desk Technician (Entry Level), who is interested to join our consulting firm in Mexico City, MX.
At ERM we know that creating a diverse, equitable and inclusive work environment is an essential part of making our company a great place to build a career.
Requirements:
Bachelor’s degree in computer science, IT, informatic engineering or related areas.
From 1 to 3 years of proven experience providing L1 service to clients in Mexico, USA or Brazil (desired).
Service Now, Service Desk or any other requests via ticket management system software user experience.
English read, written, and spoken (advanced level is a must).
Portuguese read, written, and spoken (medium level is desired).
Ability and experience working, reading, and interpreting Service Desk key performance indicators in order to improve our services.
Ability to work unsupervised, in teams and stand alone, executing multiple concurrent work streams in a high-pressure environment.
Enthusiastic and responsible with a positive ‘can-do’ and team player, attitude.
Local candidates preferred (hybrid workplace).
Responsibilities:
Provide effective support to a numerous amount of L1 requests via Ticketing System and Telephone.
Ensure all incidents are closed within SLA.
Manage and maintain request and incident lifecycle through to resolution.
Creation and management of user's accounts.
Providing onsite and remote support to all functions and areas of the business
Organize a prioritize ticket backlog and new incoming requests.
Communicate with all levels of business as needed to provide information or assist with requested tasks.
Assist the team leader with quality control and team management when requested.
Background:
Since establishing our first local presence in the LAC region in 1990’s, ERM has enjoyed steady growth and today we employee circa 400 employees in the region. We have offices in Argentina, Chile, Peru, Colombia, Mexico, Guyana, and Brazil.
We are committed to the LAC market, and we have been building consulting teams with world-class skills in the areas of environmental, sustainability and social consulting for over 20 years. ERM has a solid client base in the oil and gas, manufacturing and chemical sector and we have been working very closely with our clients, supporting them through challenging times, as we remain committed to this fascinating sector. Increasingly our clients are investing in the local market and to support the growth needs, ERM is expanding our footprint in this region. We are now looking for a strong client and market leader who shares our passion and commitment for this sector to join us.
As the largest global pure play sustainability consultancy, we partner with the world’s leading organizations, creating innovative solutions to sustainability challenges, and unlocking commercial opportunities that meet the needs of today while preserving opportunity for future generations.
We also see our diversity as a strength that helps us create better solutions for our clients. Our diverse team of world-class experts supports clients across the breadth of their organizations to operationalize sustainability, underpinned by our deep technical expertise in addressing their environmental, health, safety, risk, and social issues. We call this capability our “boots to boardroom” approach for its comprehensive service model that allows ERM to develop strategic and technical solutions that advance objectives on the ground or at the executive level.
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