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 transferredS-E-SE IT OperationsMX-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!_