IT Service Desk Support - Reynosa, México - Landis+Gyr

Landis+Gyr

Empresa verificada

Reynosa, México

hace 2 semanas

Publicado por:

Rodrigo Fernández

Reclutador de talento para beBee

Descripción

Landis+Gyr is a leading global provider of integrated energy management solutions.

We measure and analyze energy utilization to generate empowering analytics for smart grid and infrastructure management, enabling utilities and consumers to reduce energy consumption.

Our innovative and proven portfolio of software, services and intelligent sensor technology is a key driver to decarbonize the grid.

Having avoided more than 9 million tons of CO2 in FY 2021 and committed to achieve carbon neutrality by 2030, Landis+Gyr manages energy better - since 1896.

With sales of USD 1.5 billion in FY 2021, Landis+Gyr employs around 6,500 talented people across five continents.

The IT Service Desk Support will provide first contact IT support to the end user. The role predominately processes IT service requests, incidents, management off end users assets, onboarding/offboarding and adherence to compliance activities.

The role requires a strong customer focus with a "can do" attitude as well as attention to detail and quality.

Service Desk operates in multiple timezones and the shifts may be adjusted to suit the country supported and local timezones.

The position predominately is onsite but remote work may be supported.

Responsibilities/Processes:

Answer, triage, prioritize and resolve incoming helpdesk tickets through the service desk system where users experience issues with hardware, software, networking and other computerrelated technologies.
Monitor ticket queues, assign tickets to appropriate internal and external support staff
Ticket will be owned and escalated to comply within our SLA's
Provide prompt, honest, and accurate feedback to customer related inquiries or issues
Logs and tracks calls using service desk ticket tool, and maintains history records and related documentation
Workstation build using various processes and tools
Ensures that only licensed software is installed through various reviews and compliance is adhered too
Coordinate hardware/software problems with third party support vendors for services
Ensure end user assets and information are managed and provided timely during onboarding/offboarding process
Coordination of procurement activities that initiates from a service request
Contribute to internal documentation, including knowledgable articles, videos, and white papers
Perform administrative tasks on Active Directory, (names, Phone Numbers, Managers, Groups, etc)
Supports and adheres to company's core values
Performs other duties or responsibilities as assigned or required
Supports and adheres to Company's Code of Conduct and Ethics Policy
Represents Company in a positive, professional manner when working with both internal and external customers
To work according of the I.M.S. (Integrated Management System) including ISO 9K, 14K, 18K, 27K, and 22301

Required Skills:

Proven track record of working in an L1 Support model
Ability to Qualify/Triage/Escalate hardware/software issues
Excellent customer service, time management, problem solving and documentation skills
Ability to work across cultures and time zones

Outstanding communication skills

Ability to communicate at all levels of the organization, with the written or spoken word
Good working knowledge of Microsoft operating systems and O365 Applications (Windows 10 and Active Directory administration)
Technical understanding of VPN solutions (Pulse VPN, AlwaysOnVPN)
Exposure to multidomain, multisite networks
Familiarity with Dell, Lenovo and/or Toshiba hardware
Ability to work with externals, including consultants and partners
Proactive "can do" attitude
Strong written and spoken English language skills with cultural awareness
Effective listening, constructive advice and the ability to understand others
Experience working with various A/V technologies

Required Experience:

Technical/Trade School in computers, electronic engineering or similar, or relevant industry experience
Working in an ITIL environment
Managing and working with service desk systems, like ServiceNow
General network experience
CompTIA A+ highly desired
Microsoft certifications highly desired
Required Minimum Level of Education: Technical/Trade School
Required Minumum Years of Experience: 2+ to 5

LI-LL1

If you have the drive and enthusiasm to accept this challenge and to work in a very dynamic, cross functional and international environment, we are looking forward to meeting you.

Job Title:

IT Service Desk Support**: