04 feb
Thomson Reuters
Xico
.Do you have experience in IT Services?
Are you passionate about the chance to bring your experience to a world-class company that is market-leading for both content and technology?
If yes, we are looking for you!Our Service Management function is transforming into a truly global, data and standards-driven organization, employing best-in-class tools and practices across all disciplines of Technology Operations.
This will drive ever-greater stability and consistency of service across the technology estate as we drive towards optimal Customer and Employee experience.About the roleBased in Mexico City office,
this role will be a member of a team of talented support specialists who provide both remote and in-person support across our EMEA / APAC / AMERS regions.
Working as part of a large global team, you will be responsible for day-to-day support, providing expertise to our customers, and looking for opportunities to expand your technical knowledge.In this opportunity as a Sr Technical Support Analyst, you will:Perform troubleshooting on issues - providing guidance, basic training, and technical support to end-usersMonitor the Helpdesk / Service Center system and respond appropriately and timely to ticketsComplete additional tasks such as inventory, shipping, and imagingFully contribute to the utilization of the hardware/software inventory processServe as a problem escalation point on technical issuesParticipate in assigned projectsReview and update documentation existing in the enterprise knowledge baseFully contribute to, and mentor others in, the utilization of the hardware/software inventory process system implementedProduce well-written technical and business documentation,
such as project justification documents and proposalsCreate and publish new documentation pertaining to previously undiscovered software/hardware issues and/or specific Operating issues in the enterprise knowledge base.
Provide solutions used by Tier 1 Help Desk support.
Review and update documentation existing in the enterprise knowledge base.Act as a point of focus for the company for all IT desktop support issues performing installs, upgrades, and moves as appropriateProvide technical guidance and direction to team members and peers.Review identified business process issues and recommend applicable technical solutions to various user groups.May lead small teamsProvide support and project guidance for new departmental staff, less senior staff,
and individuals outside the work groupProvide advanced network analysis for issues related to connectivityEscalate any issues that cannot be resolved at 2nd level to the appropriate resource within the IT teamMaster the use of, and mentor others in, the problem management/ticket tracking systemMay initiate postmortem process as appropriate.Identify recurring hardware and software incidents and propose solutions
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.