Dispatch en Performance Coatings Group Gsc Mexico

Overview:

Responsible for the day-to-day running of our global service desk main tickets que including basic lvl IT support. Performing regular checks to ensure the smooth functioning of these areas. Proactively monitor the helpdesk and ensure that urgent and critical alerts are attended to and completed ensuring we are meeting our SLA's.

Roles & Responsibilities (will include):

·        Organizing and Dispatching helpdesk tickets globally with our ‘follow the sun’ support approach.

·      Ensure that our ticket requests are completed correctly including, appropriate Subject, Priority, Region, Country, Location, Category, tags and clear description of the ticket purpose. Referring back to creator for more information when required.

·        First point of contact for our users, resolving basic support tickets using scripts and instructions, escalating further when necessary using our global IT responsibilities list.

·        Staffing a chat function within our global IT page, pointing users in the right direction for FAQ’s self-service Instructions and help creating tickets.

·        Out of hours first point of contact, identify business critical problems / outages and coordinating with global IT responsible to ensure its delt with in an appropriate timescale.

·        Staffing a support hotline and creating tickets based on this.

·        Working closely with the Regional IT Operations Teams to ensure an efficient completion of IT tickets.

·        Always following global processes and procedures and aid in their future development.

·        Coordinate with other IT departments & facility managers as necessary.

·        Participate in continuous service improvement activities, assisting with root cause analysis.

 

Skills Required:

·        Technical skills  – 1 year service desk experience including working knowledge of computer software and hardware.

·        Communication skills  – Strong English and Spanish written and verbal communicator, able to communicate with team members, management personnel, and end users throughout the organization.

·        Problem-solving skills  – Good problem-solving skills required, especially when it comes to directly addressing user issues with software, hardware.

·        Personal Skills – Able to self-organize workload. Having empathy and understanding of the user’s situation with the ability to work with a never die attitude and willing and able to put the effort in to ensure Global IT hit their support targets.