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A global manufacturing company is looking for a Service Desk Agent to join our team, located in Hermosillo, Mexico. We offer all the benefits of a top employer committed to further development, intercultural exchange and innovation We are looking for people who bring commitment and a sense of team spirit to every challenge they take on. 

IT Operations Specialist

Operates IT Services and ensures their availability

Your tasks/Responsibilities:

  • Responds to incoming calls / mails / chats / Self-service portal contacts / service requests based on GSD standards 
  • Diagnoses and resolve issues with the help of developed knowledge and knowledge base
  • Cold / Warm transfer of unresolved Tickets to higher Levels
  • Asks additional questions to End User if requested by higher Levels
  • Accurate recording of issues in the ITSM Ticketing Tool of Customer and assigns to the appropriate team for execution
  • Handles incoming user / access permission request as well as other service requests until execution
  • Identifies tickets for Knowledge base
  • Supports users with extended knowledge to resolve Tickets in the specific knowledge area. (E.g. SAP, Microsoft Office, VPN, Exchange, Cisco Collaboration Platform, Mobile Devices)
  • Performs ticket analyzes (second level) including information requests to the end user
  • Solves tickets and communicates solution description / Knowledge base article
  • Handles Non-Standard Service Requests on expert level
  • Determines the quality and completeness of ticket’s transferred

S-E-SE IT Operations MX-SON-Hermosillo SSH - HER00009Y

Your Profile:

  • Bachelor’s degree of Information System Management or related
  • 2+ years of prior Helpdesk experience
  • Preferred ITIL Foundation Certification
  • Excellent communication skills in English (Both written and verbal)

We are looking forward to meet you!

Apply online or share your resume: ernesto.reyes@leoni.com

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Confirmed 23 hours ago. Posted 14 days ago.

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