19 ene
Importante grupo
Xico
Purpose:
The Service Desk Analyst provides Level 1 remote technical support globally to Celanese employees and customers for software/hardware incidents, requests, and inquiries as they relate to maintenance of desktop computers and related systems.
This position reports to the Service Desk Team Leader.
Main Activities:
2.
Provide basic administration of Access Management, End User Management, accounts, and passwords
3.
Fill in every mandatory field and assign proper priority for incoming incidents in ticketing tool
4.
Escalate incidents to the appropriate IT operations resources in accordance with established procedure
5.
Monitor open tickets for accuracy, urgency,
and problem resolution within prescribed Service Level Agreements
6.
Follow the monthly shift schedule and arrive before shift start
7.
Ensure continuous availability during shift in the telephony system following the internal break policy
8.
Ensure reasonable usage of availability statuses both in Telephony system and Chat9.
Perform as per KPI, SLA, Quality and Objective requirements
10.
Ready to be shifted in on-call during weekends
Requirements:
- Technical support
- Problem Solving mindset
- Teamwork
- Strong knowledge of Microsoft based operating systems with emphasis on Windows 7,10, Office 2010, 2016 and Internet Browsers
- Successful delivery against commitments and deadlines
SCHEDULE:
4 weeks on first shift (7 am to 4 pm) ; 1 week on second shift (10 am to 7 pm).
They will provide support on weekends every 5 weeks (mostly by calls and usually very low volume of calls during the weekend).
At least 3 years of experience in Service Desk Environment.
Education:
IT Computing or similar.
(Vocational education or Bachelor?s degree)
ITIL Knowledgeable or certified preferably.
Bilingual (ENG/SPA) - MANDATORY.
Muestra tus habilidades a la empresa, rellenar el formulario y deja un toque personal en la carta, ayudará el reclutador en la elección del candidato.