Assistant IT Supporter, Service Desk

Tasks and responsibilities

• Cooperation with other employees. Providing first line support services. Service Desk works 24/7 (Mexico Team works Monday-Friday 08:00-17:00).
• Receiving reports from users (phone, mail, initial classification in our ITSM tool, assigning them to corresponding helpdesk, 2nd and 3rd line teams.
• Informing and assisting users in case of IT system failure.
• Quick diagnosis and independently solving issues according to defined Service Level Agreement (SLA).
• User administration for supported applications.
• Business support in recurring tasks within IT systems during and at the end of the month.
• Maintaining high level of users support in terms of provided service.
• Accurate reporting of the time spent between each type of tasks.
• Compliance with internal regulations, procedures, law and managers orders, including labor regulations, regulations on remuneration and other internal regulations in the company, including company’s intellectual property protection.
• Behaviors and attitudes consistent with the values.
• Professional skills development by participation in training and constant self-education.

Education and skills

• Fluency in oral and written English – minimum B2 level.
• Practical knowledge of Windows systems.
• Basic knowledge of IT matters.
• Assertiveness in working with internal client.
• Emotions handling – both yours and client’s.
• Building relationships.
• Ability to discover client’s needs.
• Independent knowledge acquisition.
• Work in an international environment.

Minimal work experience

Minimum 6 months of experience in IT Service Desk, Help Desk, or IT Support.