Service Desk Associate L1.5

Job description

3450635
Additional Cities

Monterrey
Career Level

Entry-Level
Relocation Assistance

No
Business

GE Corporate
Business Segment

Corporate CoreTech & Cyber
Function

Digital Technology
Country/Territory

Mexico
Postal Code

66215
Role Summary/Purpose

Serving customers by performing higher level troubleshooting, providing resolution where L1 either does not have the technical capability or where the issues are more complex and time consuming.Logging OEM hardware tickets with vendors andmanaging them to resolution. Work with vendors and different L2, L3 teams to find root causes of tech issues and solutions to eliminate them. Work with vendors and different L2, L3 teams to find root causes of tech issues and solutions to eliminate them.
Essential Responsibilities

Perform skilled troubleshooting for all IT related issues and escalations.
Focal point for customer interaction and support for all IT related remote issues including client, wireless and physical connectivity.
Maintain/resolve all open incidents/tasks within ticket queue in a timely manner.
Partner with Digital Workplace Solutions Premium Experience Team on new technology introduction projects to ensure the campus is prepared to deploy and support the new solutions.
Advanced remote support for collaboration with other IT teams to find root cause or solution.
Ensure all business policies and standards related to client services and IT security and compliance are being met.
Deliver a customer service approach for IT support issues for Corporate and remote clients, using any available tools and resources.
Analyze and resolve complex hardware and software issues or if remote resolution is not applicable follow related processes.
Collaborate with other IT teams to create and refresh processes according to the current service desk environments.
Be a resource and guidance for expert service desk with regards to technical solutions and procedures
Mentor low performing agents to increase the RFC
Establish working relationships with expert service desk and other support teams.
Identify and resolve problems, applying knowledge in complex, difficult or stressful situations.
Communicate, orally and in writing, technical information to audiences at all levels of the organization.
Be a participative member of the team and communicate with various teams.
Perform all other duties as specified by leadership team.
Provide support to remote users, when required, through the telephone or Skype session –including screen sharing or direct access to the user’s machine.
Qualifications/Requirements

A minimum of 2 years of IT experience or equivalent military experience/training, working in a technical support position
Must be willing to work in different shift patterns as needed.
Must demonstrate verbal and written fluency in two or more languages: Spanish, English & Portuguese or French (verbal and written)
Desired Characteristics

Technical Expertise:
• Operating systems : Windows 7, 10 and MAC OS
• Office 365 suite, IDM, Outlook
• VPN & Basic Networking
• PC hardware
• Effective troubleshooting, problem identification and solution skills
• Demonstrated ability to resolve complex technical issues
• Previous work experience with very high resolution rate of incidents achieved

Business Acumen:

• Experience in mission critical IT operations support environments
• Ability to effectively interface with all levels of the organization and external customers
• Experience working in a global organization
• Able to prioritise and deal with high throughput of work

Personal Attributes:

• Passion for technology and learning
• Excellent written and oral communication and interpersonal
• Strong team player – collaborates well with others to solve problems and actively incorporates
• Hardly accept answer: “Not possible”
About Us

GE (NYSE:GE) drives the world forward by tackling its biggest challenges. By combining world-class engineering with software and analytics, GE helps the world work more efficiently, reliably, and safely. GE people are global, diverse and dedicated, operating with the highest integrity and passion to fulfill GE’s mission and deliver for our customers. www.ge.com
Primary Country

Mexico
Primary State/Province

Nuevo Leon
Primary City

Monterrey