S-e-se IT Operations - Hermosillo, México - Leoni

Leoni

Empresa verificada

Hermosillo, México

hace 3 semanas

Publicado por:

Rodrigo Fernández

Reclutador de talento para beBee

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 / Selfservice 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