S-E-Se It Operations

A global manufacturing company is looking for a Service Desk Agent to join our team, located in Hermosillo, Mexico. We offer all the benefits of a top employer committed to further development, intercultural exchange and innovation We are looking for people who bring commitment and a sense of team spirit to every challenge they take on.

**IT Operations Specialist**

Operates IT Services and ensures their availability

**Your tasks/Responsibilities**:

- 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

S-E-SE IT Operations

MX-SON-Hermosillo SSH - HER00009Y

**Your Profile**:

- 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)
- We are looking forward to meet you!_