In 2021, MAHLE with its more than 71,000 employees, generated sales of around EUR 11 billion and with its 160 locations, including 12 large research and development centers, is represented in more than 30 countries. Come join our team at MAHLE! #StrongerTogether- Responsible for all activities surrounding the IT Service Desk, including but not limited to answering calls coming to the call center, monitoring incoming tickets to the Global Service Desk, remotely resolving them within established guidelines, and seeking assistance from 2nd level support when necessary.- Your Role & Responsibilities:- Answering tickets from internal users logged via ITSM tool and telephone with regards to the issue or request they have raised.- Ensure incidents and requests are accurately categorized, logged, assigned, tracked and responded to in a timely manner, in line with agreed SLA's, provision of timely communications and maintenance of ownership until closure.- Collaboration with various teams & stakeholders.- Identify service improvement opportunities along with the leads.- Further development and maintenance of existing knowledge database.- Participates in assigned projects.Your Skills & Strengths:- Fluent written and spoken English, Spanish and Portuguese.- 2 years proven experience in a service desk / customer service role.- Good troubleshooting skills in M365 office apps, Microsoft Windows, internet browsers, PCs, laptops, basic networking and active directory.- Basic understanding of IT principles and ticket handling.- Basic understanding of ticketing system- preferably BMC.- ITIL foundation certificate or knowledge is highly desirable.- Excellent communication skills.- Customer focused and results oriented.- Ability to work alone or as a member of a team.- Readiness to work on shift working pattern and weekend basis.- Passion to learn new concepts, technologies and processes.**Do you have any questions?**Facts about the job**Entry level**:- Experienced hires**Part- / Full-time**:- Full Time**Functional area**:- IT**Location**:Monterrey, MX**Company**:MAHLE Shared Services Mexico S. de R.L. de C.V.Your future at MAHLEAs a team player and someone who thinks ahead, you can deploy all your skills with us. In cooperation with colleagues from different countries and areas, you contribute in designing the mobility of the future. When selecting MAHLE, you choose trend-setting technologies and strategies. Are you interested in working with us and developing efficient and environmentally-friendly solutions, optimising existing products, and turning innovative ideas into reality? Then MAHLE is the right address for you.Shape the future with us.