Service Desk Analyst (San Luis Potosí)

Position

Service Desk Analyst

Reporting to

IT Lead, Mexico Service Desk

Position Description/Responsibilities

• Hardware and software support and installation
• Installation of operating system images to new computer equipment
• Collaborate with other IT groups for seeking resolution of reported issues
• Administration, creation, and configuration of accounts in Active Directory
• Manage New Employee On-Boarding and Off-Boarding IT activities/permissions/access
• Administration, creation, and configuration of ERP accounts
• Assign/remove antivirus tools
• Patch Management and Software Deployment
• Contact printer provider for printer support or request for printer toners
• Maintain IT Assets System and Software Inventory
• Provide high quality first level support and response to the end user
• Complete all task in a timely manner to meet given SLAs
• Provide updates to customer for their reported issues regularly, including ticket approvals
• Track tickets status and ensure they are getting attention from other IT groups in timely matter
• Run monitoring reports for usage, performance, and availability
• Extensively research and document customer technical issues
• Collaborate with Technical Support team members to properly manage Stakeholder/customer inquiries and elevate when appropriate
• Document solutions for knowledge-base and bring new ideas for innovation and automation excellence
• Position shall provide support globally
• Assign tickets to the respective level 3 support team when escalations are needed
• Provide other job duties requested by manager on an as needed basis

Qualifications/Requirements

• University Degree
• 7-8+ years’ experience of working on a general help/service desk Level 1 (low level support) and higher support OR
• 4+ years' experience technical support level 2 and higher (troubleshooting/problem solving skill) and higher (admin rights) i.e. (Power shell Script, Advanced troubleshooting, advanced rights/access etc.)

Position requires skills in the following areas as appropriate

• Experience in using helpdesk ticketing system
• Office 365 and SharePoint experience
• Automation for current IT processes, enhancing the current processes
• Good knowledge of ITIL based Incident/Change/Problem management
• Outstanding written and verbal communication skills in English, Bilingual preferred
• Strong skills and ability to troubleshoot issues quickly and find solutions to solving them independently in a timely manner

First Brands Group is a proud equal opportunity employer. We are deeply committed to building a workplace and global community where inclusion is valued. Employment decisions at FBG are based on business needs, job requirements and individual qualifications, without regard to race, color, religion, or belief, national, social, or ethnic origin, sex, or age. All qualified applicants will be considered for employment without regard to the above forementioned as well as, gender, gender identity family/marital status, sexual orientation, national origin, age, past or present military veteran status, or any other non-merit based or legally protected grounds. FBG will not tolerate discrimination or harassment based on any of these grounds or characteristics.