S-E-SE IT Operations

LEONI

Hermosillo, Sonora

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... More Detail

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