Service Desk L - Guadalajara, México - Plexus

Plexus

Empresa verificada

Guadalajara, México

hace 2 semanas

Publicado por:

Rodrigo Fernández

Reclutador de talento para beBee

Descripción

Key Job Accountabilities:

Ensures user satisfaction by resolving moderate operational issues regarding areas of expertise or assignment, utilizing Plexus policies and/or procedures.
Escalate and route calls and tickets to second level support per defined processes.
Be the first point of contact in order to get the proper visibility for IT issues and get the right people involved.
Provide level one problem analysis, problem determination, and problem resolution for IT systems.

Additional Accountabilities:

Meet commitments to customer.
Display time flexibility towards shift as required.
Fulfill service request form appropriately for the customers.
Participate in the weekend/holiday oncall rotation.
Use questioning and listening skills that support effective telephone communication.
Use an effective approach to handle special telephone tasks like call transfers, taking messages, call backs, holds, interruptions, and unintentional disconnects.
Understand the impact of attitude in handling calls professionally.
Effectively deal with job stress, angry callers, and upset customers; use the most appropriate way to communicate with different behavior types on the telephone.
Minimal travel may be required to meet the needs of the business.
Additional duties as assigned.

Education/Experience Qualifications:

A minimum of a Bachelor's degree is required; a Bachelor's degree in information technology is preferred.
One (1) year of related experience is required; One (1) or more years of related experience is preferred.

An equivalent combination of education and experience sufficient to successfully perform the key job accountabilities may be considered.

Other Qualifications:

Basic Computer Skills
Basic Decision making, Problem Solving Skills
Advanced Verbal and Written Communication Skills
The ability to diagnose, troubleshoot and resolve (follow up) issues over the phone in a fastpaced, dynamic environment
Commitment to service center success
Exceptional customer service, listening, problem solving, time management/organizational and interpersonal skills
Ability to work closely with other team members and departments
Performance Standards: Employee may be reviewed at least annually on his/her ability to achieve the outcomes stated about. Additionally, the company will provide the employee all internal training courses necessary to do the job. The employee must work safely at all times and maintain the confidentiality of all department, company, and customer information
Call Management Software
Asset Management Software
Incident Management Software
General office equipment and materials

Work Environment:

The work setting should consist of an office environment with suitable lighting, comfortable temperatures, and a low noise level.
This document does not represent a contract of employment and is not intended to capture every possible assignment the incumbent could be asked to perform._