Job Description
OverviewJob OverviewReports to: Service Desk Lead – Americas.
This hybrid position is based in our Mexico City office in the Santa Fe area; 3 days per week.
Full‐time local Service Desk coverage (40 hours per week).
The role supports the local office in Spanish and collaborates with regional/integral teams in English.ResponsibilitiesIncident & Service Request Management—Responding to requests and meeting SLAs.Asset Management & Configuration—Maintain the Asset Register for tracking, logging and correcting information to protect the organisation's software and hardware assets & components.Continual Improvement—Adopts & engages with agreed processes and new process improvements; feeds into process efficiency and common ways in which processes are improved and optimised.
Can spot or identify obvious issues with current processes for improvements.Customer Service Management—Resolves user requests & support tickets; empathises with the end user and uses customer‐focused m...