Service Desk Analyst (Temporary 3 months)

Kerry; Santiago de Querétaro; On-site; MXN 167,400 - 223,200; Part time

Job summary

A global nutrition company in Santiago de Querétaro is seeking a temporary Service Desk Analyst for 3 months. This role is the first point of contact for ICT support, requiring a Bachelor's in ICT or a related field, along with good customer service skills and experience in a support environment. English fluency is essential. The position offers a chance to work in a dynamic team while contributing to customer solutions.

Qualifications

• Bachelor's degree in ICT or a related discipline.
• 6 months to 1 year of experience in a Service Desk or support environment.
• Good understanding of MS Office Products.
• Fluent in English, both written and spoken.

Responsibilities

• Provide resolutions to incidents via phone.
• Process service requests including password resets.
• Log all incidents accurately on incident logging software.
• Deliver outstanding customer service standards.
• Perform follow-ups until incidents are resolved.
• Ensure all cases are resolved per Service Level Agreement.

Skills

Customer service

Incident resolution

ITIL best practices

Communication

Education

Bachelor’s degree (ICT or related)

Tools

MS Office Products

Job description

Overview

Service Desk Analyst (Temporary 3 months)

About Kerry

Kerry is the world's leading taste and nutrition company for the food, beverage and pharmaceutical industries. Every day we partner with customers to create healthier, tastier and more sustainable products that are consumed by billions of people across the world. Our vision is to be our customers' most valued partner, creating a world of sustainable nutrition. A career with Kerry offers you an opportunity to shape the future of food while providing you opportunities to explore and grow in a truly global environment.

About the role

The ICT Service desk Analyst is the single point of contact to all users of Kerry ICT systems through a variety of ICT support channels.

Responsibilities

• Provides resolutions to incidents via phone and where necessary refer more complex issues to a more qualified Service Desk analyst
• Processes service requests such as but not limited to password reset, ID and access management, etc.
• Logging of all incidents accurately, ensuring all relevant information is obtained and recorded on incident logging software
• Deliver outstanding customer service standards by answering calls promptly, remain courteous and professional at all times
• Acquire current knowledge of relevant systems, software and hardware, support policies in order to provide accurate solutions to customers
• Ensuring that all cases owned by the Service Desk are resolved in accordance with the agreed Service Level Agreement (SLA)
• Performs follow-up until incidents or requests are resolved by performing outbound calls, chats or emails.
• Pass all set metrics and KPIs (key performance indicators).
• Provide high quality information on the incident tickets to support ITIL best practice in Service Operations and Continuous Service Improvement

Requirements

• Bachelor’s degree (ICT or other related discipline)
• 6 months to 1 year of experience of working in a Service Desk or support environment
• Good understanding of MS Office Products
• English advanced (fluent in writing and speaking)

Seniority level

• Associate

Employment type

• Temporary

Job function

• Information Technology

Industries

• Food and Beverage Manufacturing
• IT Services and IT Consulting
• IT System Training and Support