IT Service Desk Agent

Working at Freudenberg: "We will wow your world" This is our promise. As a global technology group, we not only make the world cleaner, healthier and more comfortable, but also offer our 52,000 employees a networked and diverse environment where everyone can thrive individually. Be surprised and experience your own wow moments. We at Freudenberg-NOK Sealing Technologies run the business operations of Freudenberg Sealing Technologies (FST) in the Americas.

Being part of the global Freudenberg Group, our company is a leading producer of advanced sealing technologies for automotive and general industries. Freudenberg-NOK Sealing Technologies is a joint venture between Freudenberg and NOK Corp. in Japan, is headquartered in Plymouth, MI, operates more than 20 facilities and employs about 4,700 people across the Americas.**Some of your Benefits**:**401K Match**:**401K Match**: Save for retirement with the company's help.**Diversity & Inclusion**:**Diversity & Inclusion**: We focus on providing an inclusive environment and recognize our diversity contributes to our success.**Health Insurance**:**Health Insurance**: Rely on comprehensive services whenever you need it.**Paid Holidays**:**Paid Holidays**: With paid-time off, local holidays are all the way more relaxing.**Vacation**:**Vacation**: We offer time off to refresh and recharge.- Mexico CityRemoteFreudenberg-NOK General Partnership**IT Service Desk Agent**:**Responsibilities**:- Respond to and resolve service requests and incidents in alignment with SLAs.- Maintain and enhance the IT knowledge base to support efficient issue resolution.- Escalate unresolved issues to appropriate second-level support teams or onsite IT personnel.- Prioritize and track IT service issues effectively.- Monitor IT systems to proactively identify and address potential issues.- Follow protocols outlined in the IT Outage & Crisis Communication Handbook.- Manage user access and permissions in accordance with security policies.- Participate in initiatives aimed at continuous process improvement.**Qualifications**:- Strong troubleshooting and analytical skills.- Proficiency with IT Service Management (ITSM) tools.- Solid understanding of incident, problem, and request management processes.- Excellent communication and customer service skills.- Ability to thrive in a fast-paced, dynamic environment.- **Communication & Collaboration**: Communicates clearly and concisely, while engaging proactively with colleagues at all levels of the organization.- **Value for Customers**: Anticipates, understands and meets internal/external customers’ needs and expectations. Develops solutions based on a customer centric approach.- **Innovation**: Drives and supports innovative ideas, while taking informed risks to seek and develop new or improved solutions.- **Drive & Execution**: Proactively identifies what needs to be done and takes action. Explores new ways and pursues new opportunities.

The Freudenberg Group is an equal opportunity employer that is committed to diversity and inclusion. Employment opportunities are available to all applicants and associates without regard to race, color, religion, creed, gender (including pregnancy, childbirth, breastfeeding, or related medical conditions), gender identity or expression, national origin, ancestry, age, mental or physical disability, genetic information, marital status, familial status, sexual orientation, protected military or veteran status, or any other characteristic protected by applicable law.**Additional Information**:- Nicholas Bailey