IT Service Desk Support Specialist

hace 2 semanas

Monterrey, México Polaris A tiempo completo

Job Summary


The IT Service Desk Support Specialist supports Polaris’s worldwide IT operations, providing first-line support to Polaris users with exceptional and professional customer service. This position is 100% technical support for employees and system-generated Service Desk submissions, including documenting procedures and managing incidents to resolution or escalation to a more senior team member.

Essential Duties & Responsibilities:

Provide clear, concise customer service in phone-based, verbal communication, and written, email communication in English Troubleshoot, diagnose and resolve issues following standard operating procedures and using knowledge support tools Resolve or escalate service desk submissions using a repository of pre-defined knowledge base (KB) articles Collaborate effectively with other service desk team members located across the globe Deliver support of Windows-based operating systems, Microsoft Office applications, and other out-of-the-box and developed software packages. Administration of Account Management activities within Active Directory, IBMi, and other systems Proactively and reactively support critical systems through monitoring and responding to alerts on the IBMi platform. Meet all defined SLAs and KPIs to ensure resolution quality and customer satisfaction.

Skills, Knowledge & Education:

A 2-year technical degree or equivalent experience required Self-motivated, with the ability to work independently and/or collaboratively with remote peers required Excellent communication and customer service skills required General or intermediate knowledge of Windows 10 required Intermediate experience with Windows-based applications such as the Microsoft Office suite required 2+ years of experience working in a corporate service desk setting preferred General understanding of large computing systems such as IBMi (AS400) preferred Previous experience supporting a manufacturing environment preferred Experience using ServiceNow or similar issue-tracking systems preferred Availability to work night shifts


Working Conditions:

Standard office environment and/or manufacturing (factory) environment Working a third shift on a rotational basis may be required

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