03 feb
Waters
Xico
.Overview:Waters, the world's leading specialty measurement company that cares about inclusion and diversity is seeking for an IT Service Desk and Desktop Analyst to support the very successful growth of our businesses across the Americas region.
Waters deliver benefits through innovation and people that enable customer success in the life, materials and food sciences.
**People create the Waters difference**.
By engaging with our talented and diverse workforce we continuously evolve, develop and improve our products.
We believe in delivering innovative technology and system solutions to our valued customers to enable their success.The IT Service Desk Delivery Analyst will be part of a global Service Desk team responsible for the delivery of a high-quality support experience for Waters employees in the region.
This position will be based out of our Mexico City, MX location.The individual will provide a point of contact for employees while adhering to documented support procedures, following up on requests to make sure their customers are satisfied, and making recommendations to Management to help make the support process more streamlined.At all times, they must provide an excellent customer-service experience for users and resolve support tickets in a timely manner.
**Responsibilities**:- Act as escalation support for complex issues.- Assist with the recording and tracking of Service Desk problems and processes, through to final resolution and delivery of metrics.- Participate in full life cycle of a client implementation, including: business requirements gathering, risk assessment, build, configuration, testing, and support.- Identify opportunities to leverage enterprise-wide tools for automating, monitoring and managing end user support activities, including imaging,
packaging of software and scripting of support tasks, etc.- Build rapport and elicit problem details from Service Desk customers, while gaining a more complete understanding of business impact.- Provide training for software, hardware, and cloud solutions used and supported by the organization to other team members.- Contribute to knowledge bases, manuals, support sites, vendor support contacts, as appropriate.- Work with external vendors and resources to aid in problem resolution.Qualifications:**Education**:Bachelor's Degree in a STEM major (Science, Technology, Engineering, Math) or other related field is preferred
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.