Descripción del puesto

Coordinate and manage technical support for EXP users specialized in EUS services catalog (PC´s, Laptops, Handhelds, Tablets, Label printers, Software, Apps, etc., setup and maintenance, based on End User Services procedures and Management processes to meet the solution requirements with high quality service.

 

Requisitos

IT Engineer or equivalent.

Responsabilidades

In this role you will be focused on end-user services by using Service Now platform and other tools.

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• Provide full technical knowledge of all phases of systems analysis and considers the business implications of the application of technology to the current and future business environment.

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• Manage the major incidents and the proper communication between 2nd level support team to restore service and operations in a proper manner and within the service level agreement.

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• Manage EUS processes with effective communication to facilitate to the service owners from BU-IT / ISM the processes execution.

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• This role requires strong communication skills with a multicultural environment and bilingual conference meetings if needed.

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• Analyze the EUS processes to identify opportunities and promote improvements that increase the service efficiency. • Project Scope management: develops and maintains project documentation.

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• Implement new/innovating tools/processes to increase the EUS productivity that can generate savings without affecting the service quality committed to the business.

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• Project Scope management: develops and maintains project documentation.

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• Audits – Perform data analysis from the CMDB & ITHAM. Take action to resolve the data audit in a timely manner.

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• Stakeholder Management - works to understand customer needs and meet SLAs. • General Support - assists with general user support including process and system questions, coaching/training on how to use the system, user errors, providing accurate responses. Training - shares templates, training manuals and reference guides with end users. Provides input on updates to materials as needed when policies and processes change.

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•Participates as needed to train end users.