.Date: Oct 24, 2024Location: Reynosa, TAM, MX, 88700Company: CorningRequisition Number: 65456Corning is vital to progress – in the industries we help shape and in the world we share.We invent life-changing technologies using materials science. Our scientific and manufacturing expertise, boundless curiosity, and commitment to purposeful invention place us at the center of the way the world interacts, works, learns, and lives.Our sustained investment in research, development, and invention means we're always ready to solve the toughest challenges alongside our customers.Our Optical Communications segment has recently evolved from being a manufacturer of optical fiber and cable, hardware and equipment to being a comprehensive provider of industry-leading optical solutions across the broader communications industry.This segment is classified into two main product groupings – carrier network and enterprise network.The carrier network product group consists primarily of products and solutions for optical-based communications infrastructure for services such as video, data and voice communications.The enterprise network product group consists primarily of optical-based communication networks sold to businesses, governments and individuals for their own use. Role PurposeTo provide support of authorized IT Devices for business use in connection with Corning IT platforms, resources, services and systems in serving the operational interests of the company. Perform as part of the Service Desk (SD) team, serving as a single point of contact for the user community providing effective, timely troubleshooting and resolution to common issues and requests, or ticket routing to specialized or advanced level support.Key ResponsibilitiesResponds courteously and promptly to user phone calls, live chats, incoming tickets and other assigned communication channels.Effectively use ServiceNow to manage tickets throughout their lifecycle.Contribute towards meeting or exceeding SD metrics, targets and goals.Follows all Corning IT policies and documented processes including Incident Management, Request Fulfillment and Knowledge Management.Execute Knowledge Base (KB) articles to provide effective and timely analysis, troubleshooting and accurate resolution/routing of technical incidents and requests. Provide KB feedback to improve articles.Interact with vendor technical support to ensure effective resolution of 3rd party services.Actively maintain tickets according to processes and within established SLAs. This includes the timely update of tickets to track all troubleshooting performed and communications with users, vendors and other IT teams.Proactively initiate ongoing communication with end users, via phone, chat and email, to continuously manage expectations.Monitor the queue and action or route tickets.Inform leadership of broader issues impacting users or the team.Interact with teammates throughout the day to share information and knowledge