IT Service Desk Delivery Analyst

Emerson Electric; Ciudad de México; Presencial; USD 30,000 - 60,000; Jornada completa

Descripción de la vacante

A forward-thinking company seeks an adaptable IT professional dedicated to enhancing user experiences and maintaining high operational performance of IT infrastructure. In this dynamic role, you'll handle technical support requests, manage IT assets, and uphold cybersecurity policies while fostering positive relationships with users. This innovative firm values continuous learning and offers a culture of collaboration and diversity, ensuring your growth through mentorship and competitive benefits. If you're eager to tackle challenges and contribute to impactful projects, this opportunity is perfect for you.

Servicios

Competitive benefits

Medical plans

Employee Assistance Program

Flexible time off

Mentorship and training opportunities

Formación

• 1-3 years of experience in a general IT environment.
• Basic understanding of IT infrastructure and support.

Responsabilidades

• Handle end-user technical support requests and ensure timely resolution.
• Maintain IT documentation and support cybersecurity policies.
• Manage IT assets and enhance end-user experience.

Conocimientos

IT infrastructure understanding

Windows Server 2016/2019

Cisco networking

MS Remote Access

Security & compliance tools

IP networking administration

Microsoft Windows 11

Problem-solving skills

Effective communication skills

Educación

College/University degree in IT or related field

Herramientas

Service desk ticketing systems

Descripción del empleo

We are looking for an IT professional who actively prioritizes customer needs and is dedicated to continuous learning and improvement. An adaptable and multifaceted employee capable of handling various tasks in a dynamic environment, with a solid understanding of IT infrastructure and the ability to address issues efficiently.

In this Role, Your Responsibilities Will Be:

1. Handle and prioritize end-user technical support requests, ensuring timely resolution within agreed service levels and coordinating with other teams when needed.
2. Maintain and ensure IT documentation is current and accurate.
3. Support and uphold cybersecurity policies in accordance with Emerson's security standards.
4. Assist with systems and data access in collaboration with the Service Desk.
5. Manage IT assets, including hardware lifecycle and software licensing, to optimize budget expenditure.
6. Enhance end-user experience by maintaining high operational performance of IT infrastructure (servers, clients, printers, data and voice communication systems).
7. Familiarize with fundamental operations, commonly used software, hardware, and equipment.
8. Support acquisition and divestiture activities.
9. Embrace the Service Desk as the primary contact point for all IT issues and requests.
10. Provide relevant information to Service Delivery management as needed.
11. Follow Emerson's policies on IT management, security, and procedures.
12. Develop positive relationships with users and support sources.
13. Build a trusted partnership between IT and the business.

For This Role, You Will Need:

• Education: College/University degree in a related field or equivalent practical experience.
• Experience: 1-3 years in a general IT environment.
• Skills/Knowledge:
• Basic understanding of IT infrastructure and support, including Windows Server 2016/2019, Cisco networking, MS Remote Access.
• Experience with security & compliance tools (e.g., WSUS, Crowdstrike, FireEye).
• Knowledge of IP networking administration (DNS, DHCP).
• Experience with Microsoft Windows 11.

Preferred Qualifications That Set You Apart:

• Proficiency in additional languages (English preferred).
• Strong problem-solving and analytical skills.
• Experience with service desk ticketing systems, including event registration and status updates.
• Effective communication skills, capable of tailoring messages to different audiences.
• Dedication, high energy, and enthusiasm in approaching new challenges.
• Integrity and honesty to build trust and confidence.
• Technological savvy to leverage digital innovations for business growth.
• Willingness to learn through experimentation and share knowledge.
• Ability to collaborate with other IT teams on complex technical issues and solutions.

Other Requirements:

• Willingness to travel within the designated area/country.
• Flexibility regarding working hours to support maintenance activities.

Our Culture & Commitment to You

At Emerson, we value every employee, fostering an environment of innovation, collaboration, and diversity. We support your growth through mentorship, training, and leadership opportunities, investing in your success to make a lasting impact. Our inclusive culture and commitment to employee wellbeing include competitive benefits, medical plans, Employee Assistance Program, recognition programs, flexible time off, and more.

About the company

Emerson Electric Co. is an American multinational corporation headquartered in Ferguson, Missouri, United States.