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Hermosillo

    S-E-SE IT Operations - Hermosillo, México - LEONI

    LEONI
    LEONI Hermosillo, México

    hace 2 semanas

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    Descripción

    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. ( 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 OperationsMX-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)

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