34 Ofertas de Supervisor de Service Desk en Mexico

The Customer Service Desk Agent is responsible for providing quality and efficient customer service to customers through technical and quality sound phone calls and tickets daily, as well as various tasks assigned to the agent.

General Accountabilities

• Maintains daily communication with the team and hits productivity standards.
• Receive incoming customer calls, emails, and trouble tickets for both Incidents and Service Requests.
• Respond to High and Critical priority tickets/projects according to standard operating procedures.
• Serve as initial responder within the hosted environment in the notification, identifying, troubleshooting, and resolving issues.
• Assists the manager with the daily operation of the Service Desk, including the development, analysis, and implementation of staffing, training, telemarketing, scheduling, and reward/recognition programs.
• Monitor and troubleshoot all production networks, servers, applications, and services. Evaluate and escalate issues as needed.
• Provide remote technical support via a combination of telephone and remote support tools.
• Take deliveries from vendors, process and scan packing slips.
• Communicate (both verbally and in writing) with customers formally and professionally.
• Create and manage the lifecycle of Incidents and Service requests in the company's trouble ticketing system.
• Create and Utilize formal Work Instruction (WI) documents and other documented knowledge to resolve customer issues.
• Ensure escalations are handled in a professional, consistent, and relentless manner.
• Adhere to the Service Desk Ops Manual.

Job Qualifications

Education:

• High school graduation, or its equivalent
• ITSM certification preferred, ITSM foundation training required.

Experience:

• 1-2 years of Customer Service.

Skills

• Fluent English language skills are required.
• Excellent verbal and written communication.
• Excellent meeting facilitation skills, including teleconference and web conference.
• Excellent time management skills.
• Ability to contribute to a high-performing, motivated workgroup by applying interpersonal and collaboration skills to achieve project goals.
• Ability to work creatively and analytically in a problem-solving environment.
• Good performance management skills including feedback techniques.

HCL is looking for a Service Desk Portuguese with below requirements:

Job description:

• Provide hardware / software / network problem diagnosis / resolution via telephone for customer’s end users

• High school (B.Sc. or Diploma)

• 1-2 years help desk, customer service, and support experience with problem solving involving hardware, software, and networks.

• Phone support experience is mandatory

• Technical helpdesk or technical call center experience is necessary (6 months)

• Willing to work in 24 x 7 operations

• Great level of French spoken and written

What we offer:

• Life insurance
• Major Medical Expenses Insurance (extends to spouse and 2 children under 25 years of age, if applicable).
• Minor Medical Expense Insurance.
• Savings Fund (up to MXN $3,800 monthly)
• Food vouchers (up to MXN $2,925 monthly)
• 30 days bonus
• 10 days of vacation in the first year, increasing by 2 as dictated by law.

Location:

• Guadalajara, Jalisco.

Para obtener más información sobre cómo procesamos sus datos personales, consulte el Aviso de Privacidad de Datos de Candidatos de HCLTech. Candidate Data Privacy Notice | HCLTech

HCLTech is a global technology company, home to more than 218,000 people across 59 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending September 2024 totaled $13.7 billion.

HCL is looking for a Service Desk

Qualifications

• High school diploma or equivalent; Associate's degree or vocational training in a relevant field (e.g., IT support, computer science) is a plus.

• CompTIA A+ certification or equivalent entry-level IT support certification is desirable.

• Proven experience in a customer service role is beneficial.

• Strong technical expertise and the ability to quickly assess situations to resolve or escalate them

• Excellent communication and interpersonal skills.

• Ability to work under guidance to record and track reliability data for services

• Familiarity with IT Infrastructure Library (ITIL) best practices is a plus

• Demonstrated ability to perform the essential duties of the position with or without accommodation.

Skills:

• Excellent communication (verbal and written) and interpersonal skills.

• Understanding of computer hardware, software (operating systems, common applications), and networking concepts.

• Proficiency in using ticketing systems and knowledge base tools.

• Ability to follow instructions and procedures accurately.

• Strong problem-solving and analytical skills for basic issues.

• Knowledge of online security practices and advice

• Strong computer skills to include internet navigation and email usage.

• Proficient in Microsoft Office programs.

What we need to see:

• Serves as the first point of contact for users requiring technical support. This role involves providing efficient and effective support to resolve or escalate issues, ensuring a high level of customer satisfaction.

• Serve as the first point of contact for end-user IT support requests via phone, email, and other channels.

• Review, assess prioritization based on escalation criteria, and categorize all support requests in the ticketing system.

• Perform basic troubleshooting and problem resolution for common hardware, software, and network issues, following documented procedures and knowledge base articles.

• Assist users with password resets, account lockouts, and basic application usage.

• Assist with onboarding new users and setting up their accounts and equipment.

• Escalate complex issues to higher-level support teams (L2/L3) with detailed information.

• Maintain clear and concise communication with end-users regarding the status of their requests.

• Provide regular contributions to the knowledge base by ensuring troubleshooting steps and solutions are properly documented.

• Follow established service desk processes and procedures consistently.

• Contribute to the knowledge base by documenting troubleshooting steps and solutions.

• Follow established service desk processes and procedures.

• Ability to be adaptable, open to change, and able to work in ambiguous situations and respond to new information or unexpected circumstances.

• Uphold company mission and values through accountability, innovation, integrity, quality, and teamwork.

• Support and comply with the company’s Quality Management System policies and procedures.

• Maintain regular and reliable attendance.

• Ability to work nights and/or weekends, as needed.

• Ability to work on a computer and phone simultaneously.

• Ability to work on a mobile device, tablet, or in front of a computer screen and/or perform typing for approximately 90% of a typical working day."

What we offer:

• Life insurance
• Major Medical Expenses Insurance (extends to spouse and 2 children under 25 years of age, if applicable).
• Minor Medical Expense Insurance.
• Savings Fund 10% (up to MXN $,300 monthly)
• Food vouchers 13% (up to MXN 3,300 monthly)
• 30 days bonus
• 12 days of vacation in the first year, increasing by 2 as dictated by law.

Location: Position on site- Technoparque - Azcapotzalco

Para obtener más información sobre cómo procesamos sus datos personales, consulte el Aviso de Privacidad de Datos de Candidatos de HCLTech. Candidate Data Privacy Notice | HCLTech

HCLTech is a global technology company, home to more than 218,000 people across 59 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending September 2024 totaled $13.7 billion.

HCL is looking for a Service Desk

Qualifications

• High school diploma or equivalent; Associate's degree or vocational training in a relevant field (e.g., IT support, computer science) is a plus.

• CompTIA A+ certification or equivalent entry-level IT support certification is desirable.

• Proven experience in a customer service role is beneficial.

• Strong technical expertise and the ability to quickly assess situations to resolve or escalate them

• Excellent communication and interpersonal skills.

• Ability to work under guidance to record and track reliability data for services

• Familiarity with IT Infrastructure Library (ITIL) best practices is a plus

• Demonstrated ability to perform the essential duties of the position with or without accommodation.

Skills:

• Excellent communication (verbal and written) and interpersonal skills.

• Understanding of computer hardware, software (operating systems, common applications), and networking concepts.

• Proficiency in using ticketing systems and knowledge base tools.

• Ability to follow instructions and procedures accurately.

• Strong problem-solving and analytical skills for basic issues.

• Knowledge of online security practices and advice

• Strong computer skills to include internet navigation and email usage.

• Proficient in Microsoft Office programs.

What we need to see:

• Serves as the first point of contact for users requiring technical support. This role involves providing efficient and effective support to resolve or escalate issues, ensuring a high level of customer satisfaction.

• Serve as the first point of contact for end-user IT support requests via phone, email, and other channels.

• Review, assess prioritization based on escalation criteria, and categorize all support requests in the ticketing system.

• Perform basic troubleshooting and problem resolution for common hardware, software, and network issues, following documented procedures and knowledge base articles.

• Assist users with password resets, account lockouts, and basic application usage.

• Assist with onboarding new users and setting up their accounts and equipment.

• Escalate complex issues to higher-level support teams (L2/L3) with detailed information.

• Maintain clear and concise communication with end-users regarding the status of their requests.

• Provide regular contributions to the knowledge base by ensuring troubleshooting steps and solutions are properly documented.

• Follow established service desk processes and procedures consistently.

• Contribute to the knowledge base by documenting troubleshooting steps and solutions.

• Follow established service desk processes and procedures.

• Ability to be adaptable, open to change, and able to work in ambiguous situations and respond to new information or unexpected circumstances.

• Uphold company mission and values through accountability, innovation, integrity, quality, and teamwork.

• Support and comply with the company’s Quality Management System policies and procedures.

• Maintain regular and reliable attendance.

• Ability to work nights and/or weekends, as needed.

• Ability to work on a computer and phone simultaneously.

• Ability to work on a mobile device, tablet, or in front of a computer screen and/or perform typing for approximately 90% of a typical working day."

What we offer:

• Life insurance
• Major Medical Expenses Insurance (extends to spouse and 2 children under 25 years of age, if applicable).
• Minor Medical Expense Insurance.
• Savings Fund 10% (up to MXN $,300 monthly)
• Food vouchers 13% (up to MXN 3,300 monthly)
• 30 days bonus
• 12 days of vacation in the first year, increasing by 2 as dictated by law.

Location: Position on site- Technoparque - Azcapotzalco

Para obtener más información sobre cómo procesamos sus datos personales, consulte el Aviso de Privacidad de Datos de Candidatos de HCLTech. Candidate Data Privacy Notice | HCLTech