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    • Service Desk Analyst II - Tlaquepaque - Herbalife

    Herbalife
    Herbalife Tlaquepaque

    hace 1 semana

    Default job background
    Educación / Formación
    Descripción

    Overview

    The Service Desk Analyst II role at Herbalife Nutrition involves providing technical guidance and customer service to IT users.

    The ideal candidate will possess a high degree of technical expertise, incident resolution skills, and timeliness in resolving issues.

    Key Responsibilities

    • Provide technical support to all Herbalife Nutrition employees via the service desk.
    • Offer first- and second-level technical assistance for computer systems, software, and hardware-related queries and issues.
    • Monitor tickets assigned to the queue and process them based on priority, redirecting complex issues to the correct resource.
    • Apply business and technical support concepts to perform Tier 1 and 2 technical support and escalate issues requiring upper-level support.
    • Maintain and utilize the service management tracking software.
    • Manage follow-ups and hand-offs on behalf of the user.
    • Deploy, configure, and provide technical support for desktop PCs, laptops, peripherals, mobile devices, and software.
    • Troubleshoot and resolve hardware, software, connectivity, and other technical problems, documenting steps taken and status in service management tracking systems.

    Qualifications

    • Excellent communication and documentation skills.
    • Strong problem-solving and troubleshooting skills.
    • Solid understanding of IT concepts and comprehensive knowledge of personal computers.
    • Familiarity with remote tools and Windows-based enterprise environments.
    • Solid understanding of ITIL and Service Management Principles.

    Requirements

    • Bachelor's degree in Information Technology or related field (or equivalent experience).
    • At least 3 years of experience in a Service Desk or related field.

    Herbalife Values

    • Ethical: uphold company values, maintain confidentiality, act with integrity, honesty, and respect.
    • Leader: meet challenges head-on, set an example, build a culture of trust, transparency, and open communication.
    • Collaborative: work cooperatively, offer help, share information, provide feedback, and contribute to team results.
    • Looks Beyond Oneself: demonstrates humility, recognizes others' contributions, builds good relationships, and values Distributors and teammates.
    • Drives Innovation: propose ideas, creative solutions, listen to and respect others' ideas, collaborate, and drive implementation.
    • Delivers Change: adapt to new working environments, respond positively to change, and deliver results through adapting to new duties and assignments.
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