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  • S-E-Se It Operations - Hermosillo - Leoni

    Leoni
    Leoni Hermosillo

    hace 1 mes

    Default job background
    Descripción

    A global manufacturing company is seeking a Service Desk Agent to support its IT Operations team in Hermosillo, Mexico.

    We offer a dynamic work environment that fosters further development, intercultural exchange, and innovation. We are looking for individuals who embody a strong sense of commitment and teamwork.

    **IT Operations Specialist**

    The successful candidate will be responsible for:

    Key Responsibilities:

    • Responding to incoming service requests via phone, email, chat, or self-service portal contacts
    • Diagnosing and resolving IT issues using developed knowledge and knowledge base
    • Cold/warm transferring unresolved tickets to higher levels
    • Asking additional questions to end-users as requested by higher levels
    • Accurately recording issues in the ITSM Ticketing Tool, including assigning to the appropriate team for execution
    • Handling user/access permission requests and other service requests until execution
    • Identifying tickets for inclusion in the knowledge base
    • Supporting users with extended knowledge to resolve tickets in specific areas (e.g., SAP, Microsoft Office, VPN, Exchange, Cisco Collaboration Platform, Mobile Devices)
    • Performing ticket analysis (second level) and requesting information from end-users
    • Solving tickets and communicating solution descriptions/knowledge base articles
    • Handling non-standard service requests at an expert level
    • Evaluating the quality and completeness of transferred tickets

    Your Profile:

    • Bachelor's degree in Information Systems Management or related field
    • At least 2 years of prior Helpdesk experience
    • Prior ITIL Foundation Certification preferred
    • Excellent communication skills in English (written and verbal)

    This role is part of the S-E-SE IT Operations team, reporting to HER00009Y in Hermosillo, Sonora, Mexico.


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