Associate Specialist, End User Support

Celanese; Ciudad de México; Presencial; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A global manufacturing firm is seeking a Service Desk Analyst in Mexico City to provide Level 1 remote technical support for software and hardware incidents. The role involves assisting users with PCs and applications, administering user accounts, and ensuring ticket accuracy. Candidates must possess strong communication skills in both English and Spanish, as well as a solid understanding of Microsoft operating systems. This position requires physical attendance at the office according to internal policies.

Formación

• Effective communication skills in English and Spanish, both written and oral.
• Strong knowledge of Windows 10, 11, Office 365, and Internet browsers.
• Proven ability to meet commitments and deadlines.

Responsabilidades

• Answer incoming calls and provide first line response for PC issues.
• Administer Access Management and user accounts.
• Monitor open tickets for urgency and accuracy.

Conocimientos

Customer friendly communication skills in English and Spanish

Strong knowledge of Microsoft operating systems

Proactive approach

Process adherence

Descripción del empleo

Overview

The Service Desk Analyst provides Level 1 remote technical support globally to Celanese employees and customers for software/hardware incidents, requests and inquiries as they relate to maintenance of desktop computers and related systems. This position reports to the Service Desk Team Leader.

Responsibilities

• Answer incoming calls to the Service Desk.
• Provide first line response for users requiring assistance with issues relating to PC's, Microsoft Office, applications and basic network communications.
• Provide basic administration of Access Management, End User Management, accounts and passwords.
• Fill in every mandatory field and assign proper priority for incoming incidents in ticketing tool.
• Escalate incidents to the appropriate IT operations resources in accordance with established procedure.
• Monitor open tickets for accuracy, urgency and problem resolution within prescribed Service Level Agreements.
• Drive the assigned Project activities.
• Follow the monthly shift schedule and arrive before shift start.
• Ensure continuous availability during shift in the telephony system following the internal break policy.
• Ensure reasonable usage of availability statuses both in Telephony system and Chat.
• Regular usage and update of the Knowledge Base articles.
• Perform as per KPI, SLA, Quality and Objective requirements.
• Continuous effort to meet high customer satisfaction.
• Identify any areas of improvement.
• Own your career: work towards the goals, proactive development from internal and external sources.
• Ready to be shifted in on-call during weekends.
• In the case of a Major Incident if nobody else is available, overtime may be requested by the direct supervisor.
• This role requires physical office attendance following the Celanese internal workability policies.

Qualifications

• Customer friendly English and Spanish communication skills (written and oral).
• Strong knowledge of Microsoft based operating systems with emphasis on Windows 10, 11 Office 365 and Internet Browsers.
• Successful delivery against commitments and deadlines.
• Proactive approach and strong process adherence.