Service Desk Analyst - North America Support (Monterrey)

Job Overview

GM Financial International Operations conducts business in Latin America and China. International Operations offers a wide range of wholesale and retail automotive financing products to dealers and their customers. The strength of the international business lies in its ability to tailor its products to meet unique dealer needs, consumer preferences and national requirements in local markets. Latin American country operations include Brazil, Chile, Colombia, Mexico, and Peru.

Responsibilities

• Provide timely, first call resolution to technical support issues while following company standards.
• Identify, repair, and resolve any PC hardware or software failures within the GM Financial enterprise.
• Escalate incidents to Senior Service Desk Analysts or third tier support. Provide accurate and updated information on incidents assigned to the Service Desk until the reported incidents are resolved.
• Maintain a high degree of customer service for all support requests.
• Record support incidents and requests in our ServiceNow service management system, monitor and manage the Service Desk ticket queue and document solutions using our knowledge management system.
• Participate in coordinating messages sent on behalf of the Service Desk pertaining to unplanned service disruptions and show initiative by offering suggestions for improvement of service delivery (e.g. reduce downtime, improve response time, process improvement).
• Perform special projects as assigned/required.
• Maintain updated knowledge on computer hardware and software.
• Report to work as scheduled.
• Work well with others.
• Perform other duties as assigned.

Qualifications

• Bachelor's degree in an IT related field (completed degree is mandatory).
• Capable of working under a versatile schedule including extended business hours, weekends and holidays (needs flexibility on national holidays).
• Proficient in English (capable of business conversations).
• Ability to correct PC related problems in a timely manner.
• Basic knowledge of networking concepts including TCP/IP, Subnetting, Routing, DHCP, and DNS.
• Support-level knowledge of the Windows desktop Operating Systems.
• Ability to accept change and to adapt to shifting organizational challenges and priorities.
• Ability to analyze problems, correlate data from multiple sources and communicate pertinent information to the appropriate support teams.
• Ability to evaluate problems and issues quickly, and to make recommendations for courses of action.
• Ability to manage multiple tasks at one time while remaining calm under pressure.
• Analytical and troubleshooting skills.
• Interpersonal, verbal and written skills.