Coordinacion It (Valle de Chalco Solidaridad)

Descripción del puesto

Coordinate and manage technical support for EXP users specialized in EUS services catalog (PCs, Laptops, Handhelds, Tablets, Label printers, Software, Apps, etc., setup and maintenance, based on End User Services procedures and Management processes to meet the solution requirements with high quality service.

Requisitos

IT Engineer or equivalent.

Responsabilidades

• Manage the major incidents and the proper communication between 2nd level support team to restore service and operations in a proper manner and within the service level agreement.
• Manage EUS processes with effective communication to facilitate the service owners from BU‑IT / ISM the processes execution.
• Strong communication skills with a multicultural environment and bilingual conference meetings if needed.
• Analyze the EUS processes to identify opportunities and promote improvements that increase the service efficiency.
• Project Scope management: develops and maintains project documentation.
• Implement new or innovative tools/processes to increase the EUS productivity that can generate savings without affecting the service quality committed to the business.
• Audits – Perform data analysis from the CMDB & ITHAM. Take action to resolve the data audit in a timely manner.
• Stakeholder Management – works to understand customer needs and meet SLAs.
• General Support – assists with general user support including process and system questions, coaching/training on how to use the system, user errors, providing accurate responses.
• Training – shares templates, training manuals and reference guides with end users. Provides input on updates to materials as needed when policies and processes change.
• Participates as needed to train end users.