S-e-se IT Operations

A global manufacturing company is looking for a Service Desk Agent to join our team, located in Hermosillo, Mexico. We offer all the benefits of a top employer committed to further development, intercultural exchange and innovation We are looking for people who bring commitment and a sense of team spirit to every challenge they take on.
**IT Operations Specialist**
Operates IT Services and ensures their availability
**Your tasks/Responsibilities**:
- Responds to incoming calls / mails / chats / Self-service portal contacts / service requests based on GSD standards
- Diagnoses and resolve issues with the help of developed knowledge and knowledge base
- Cold / Warm transfer of unresolved Tickets to higher Levels
- Asks additional questions to End User if requested by higher Levels
- Accurate recording of issues in the ITSM Ticketing Tool of Customer and assigns to the appropriate team for execution
- Handles incoming user / access permission request as well as ...