Global Service Desk Agent

The Company

We’re Hitachi Vantara, a global infrastructure business. Our people are the force of meaningful progress. We enable the incredible with data – from taking theme park fans on magical rides, conserving natural resources, protecting rainforests to saving lives. We empower businesses to automate, optimize and advance innovation. Together, we create a sustainable future for all.

Imagine the sheer breadth of talent it takes to inspire he future. We don’t expect you to ‘fit’ every requirement – your life experience, character, perspective, and passion for achieving great things in the world are equally important to us.

The Role

The Level 2 Service Desk Technician’s role is to provide professional, courteous, and effective technical support and customer service to all internal employees. At a high level, this includes receiving, prioritizing, documenting and resolving/escalating end user’s requests and issues. This position will be based in Mexico City, Mexico.

What you'll bring
• Take ownership of all tickets routed to them from internal contact sources or customers which require a higher level of technical analysis and will work these tickets to resolution with end user through call medium of support or route to the appropriate resolution Group.
• Handles problems and issues that users are unable to resolve.
• Communicate effectively with end users in all stages of the incident management process.
• Interact with several support teams to restore service and/or identify and correct core problem.
• Communicating with the Shift Lead and/or direct leadership chain on intra-day issues, team projects and needs, escalations, and performance trending.
• Keep up to date knowledge on continuous enhancements to IT, tools, and processes within the internal knowledge base.
• Assists the Shift Leader in developing and implementing SLA performance improvement / enhancement plans.
• Build relationship/trust with all associates so that they are comfortable approaching them for resolution of customer issues.
• Resolve Tickets within scope of responsibilities according to defined procedures
• During end user interactions, document all pertinent user information, request/issue details and troubleshooting steps taken in the ticketing tool, including initial interaction, triage, escalation, and status updates as requested.
• Follow best practice ticket management processes, i.e. ensuring tickets owned are handled and updated as per process & every effort is made to meet service levels
• Present a positive, effective, and flexible contribution to achieving team targets and objectives.
• Pro-activeness and technical appetite to explore and obtain solutions for unknown issues.
• Other duties as needed.
• Bachelor’s degree in computer science or another related field
• 3-5 years of relevant work experience.
• Working knowledge of computer hardware and software.
• Working knowledge of computer operating systems; including Windows 10 and OS X.
• Working knowledge of Active Directory, Office 365, Exchange Management Console, SCCM, MobileIron, Citrix XenDesktop Cisco VPN/Remote Connectivity, etc.
• Working knowledge of mobile device support; including Android and iOS.
• Interpersonal skills, with a focus on rapport-building, listening and questioning skills.
• Proven customer service skills.
• Exceptional written and verbal communication skills.

Other Requirements:

• Effective in a team-oriented environment.
• Ability to retain information and training quickly.
• Highly self-motivated and directed.
• Keen attention to detail.
• Strong documentation skills.
• Must be open to feedback.
• Proven analytical and problem-solving abilities.
• Punctual and reliable.
• 40-hour on-site work week.
• Sitting for extended periods of time.
• Fluency in English (both written and spoken).
• Dexterity of hands and fingers to operate a computer keyboard and mouse.

About us

We’re a global team of innovators. Together, we harness engineering excellence and passion for insight to co-create meaningful solutions to complex challenges. We turn organizations into data-driven leaders that can a make positive impact on their industries and society. If you believe that innovation can inspire the future, this is the place to fulfil your purpose and achieve your potential.

We’re proud to say we’re an equal opportunity employer and welcome all applicants for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, age, disability status or any other protected characteristic. Should you need reasonable accommodations during the recruitment process, please let us know so that we can do our best to set you up for success.

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Championing diversity, equity, and inclusion   

Diversity, equity, and inclusion (DEI) are integral to our culture and identity. Diverse thinking, a commitment to allyship, and a culture of empowerment help us achieve powerful results. We want you to be you, with all the ideas, lived experience, and fresh perspective that brings. We support your uniqueness and encourage people from all backgrounds to apply and realize their full potential as part of our team.   

How we look after you  

We help take care of your today and tomorrow with industry-leading benefits, support, and services that look after your holistic health and wellbeing. We’re also champions of life balance and offer flexible arrangements that work for you (role and location dependent). We’re always looking for new ways of working that bring out our best, which leads to unexpected ideas. So here, you’ll experience a sense of belonging, and discover autonomy, freedom, and ownership as you work alongside talented people you enjoy sharing knowledge with.   

We’re proud to say we’re an equal opportunity employer and welcome all applicants for employment without attention to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran, age, disability status or any other protected characteristic. Should you need reasonable accommodations during the recruitment process, please let us know so that we can do our best to set you up for success.