LEONI - We are more than 90,000 people in more than 30 countries.
**Your Challenge**:Responsible to receive incoming tickets independent from the communication channel, performs high-level analysis and qualification of the ticket and ensures that the tickets are solved or routed right according to the next level of support.
**Your Task**:- Responds to incoming calls / mails / chats / Self-service 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- Analyzes and identifies best practices for optimal ticket dispatching- Analyzes performance data of GSD tickets- Analyzes and evaluates KPI data providing areas for improvement**IT Operations Specialist**MX-SON-Hermosillo - HER000070**Requirements**:- Bachelor's degree of Information System Management or related- 2+ years of prior Helpdesk experience- Preferred ITIL Foundation Certification- Excellent communication skills in English (Both written and verbal)**Next Steps?
**LEONI "Hermosillo"- People of all genders are always meant equally; For linguistic simplification and better readability, only the masculine form is used in the text._