Service Desk Analyst - Ciudad de México - Maersk

Descripción

Who We Are As an international business on a high-tech journey, we don't just transport millions of tons of cargo.

We're leading a digital revolution in global trade, creating opportunity for millions of customers around the world through new technology, data science, and artificial intelligence.

Our vision is to be the global integrator of container logistics.

It's not only about helping our customers source, manufacture and sell their products, it's about empowering them to access and contribute to a fairer and more sustainable economy.

To realize this vision, we are building a world-class team of technical talent. Day to Day Could look like The Technology support Service Desk is passionate about technology and the customer experience.

The team is responsible for supporting the global organization and is as an entry point for reporting all incidents and service requests as well as supporting users in "How To" queries.

The Technology support Service Desk is a 24/7/365 one desk model spread across three regions, APAC, India and South America using multiple channel options.

A Critical Incident Team(CIT) acts as the interlock between the Service Desk and Major Incident Management.

ResponsibilitiesProviding support for all Technology related- activities and initiativesBreak/fix assistance for all technology issues but not limited to password and access assistance but also escalation of high priority incidents including server and network escalationsWorking and collaborating with global teams, employees of Maersk, different technology and engineering teams in order to restore service and/or identify problemsIncident Logging and Categorization - Maintain accurate and up-to-date log of each incident that is reported, including the category/type of incidentOrganizing and prioritizing tickets based on the level of disruption that they causeEscalating incidents and service requests that cannot be resolved within agreed timescales or need technical escalation in line with the SOP (Standard operating procedures)Communication with users – keeping them informed of incident and service request progressConducting customer/user satisfaction call-backs/surveys as agreed including deep dive analysis on Dissatisfied survey responses Please submit your application in English.

Who We're Looking For Degree in Technology, computer science, information systems, or similarWorking experience in a Technology performance analysis and end-user support roleStrong understanding of operating systems, software, and devicesKnowledge on Information Technology Infrastructure Library (ITIL) practices preferredStrong collaboration, communication, and interpersonal skills in a customer service settingExceptional analytical and problem-solving skillsExcellent organizational and time management skills.

Knowledge in ITSM tools, customer relationship management (CRM) and task management software would be desirable
Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking.

Maersk is an equal opportunities employer and welcomes applicants without regard to race, colour, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave, veteran status, gender identity, genetic information, or any other characteristic protected by applicable law.

We will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.

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