Opportunity Description
Req ID : ******
Responsibilities
- Provide 1st and 2nd level help desk support, customer service and assistance to the Mexico and remote users.
- Keep tracking of all IT incidents using Service-Now tools. Monitor ticket queue daily; assign and/or resolve tickets.
- Test and implement IT related projects.
- Support with computer and mobile installation and configuration according to SPE standards.
- Provide support in connecting Audio Visual (AV) and Video Conference (VC) equipment.
- Events and screening support.
- Perform analysis of customer problems and implements corrective action to restore functionality.
- Maintain ownership and accountability of problems and incidents until resolved and complete.
- Monitor progress on problem resolution and communicate feedback to the customer, as well as to the IT team.
- Adhere to established department policies, standards, procedures, and improvemen...
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