Service SupportAnalyst (Benito Juárez)

Primary Purpose of the Position

Provide input on processes and tools for end user support, ensuring adherence to standard processes and training (may include manning a physical local help desk).

Responsibilities

1. Provides input on the processes and supporting tools required for the execution of the end user support mission, assuring that the team is executing according to the standard processes, and has the tools and adequate training in the processes to succeed in their mission (this may include manning a physical local help desk).
2. Identifies, responds to, and initiates the necessary activities within IT to resolve user reported issues with IT systems in a manner consistent with user expectations and the appropriate urgency is established with respect to individual issues reported.
3. Works with business users to assure that there are expectations set, via Service Level Agreements, on the responsiveness of the End User Support Team, and partner with other supervisors to assure consistency of execution across different regions. Support the Global Service Desk Leader in advocating to Senior Leadership for the necessary human and technical resources to meet the established Service Levels.
4. Maintains current technical expertise in the rapidly growing IT sector and identifies technological or process improvements that could be made to improve the efficiency and effectiveness of the End User Support Function.
5. Collaborates with the other regional Service Desk teams to provide a high level of service to the customers in a global environment.

Professional & Education Qualification

• Broad training in a related field usually acquired through high school; college or graduate degree level education or work‑related experience.
• Job related experience for 3 year(s) minimum.
• BS or BA degree in computer science or related field preferred or a corresponding number of years’ experience in IT.
• 3 years’ experience in personal computing, with demonstrated ability to supervise within a personal computing environment.

Compensation & Benefits

- Hiring Salary Range: $ xxx,xxx.

- Salary will be determined by the applicant’s education, experience, knowledge, skills, and abilities, as well as internal equity and alignment with market data.

- This role will be eligible to participate in the annual incentive compensation plan.

- The role includes a comprehensive benefits structure. Visit our career site and click "Total Rewards" to learn more.

We are committed to diversity and inclusion which is the foundation of our culture of belonging.

Job Grade: Global Grade 8