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?
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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._