ENABLING YOU TO SHAPE A BETTER TOMORROW.
Tasks
MHP Mexico, part of the Porsche Group, is looking for a Senior Service Desk Agent to join the IT Operations team. This position is aimed at experienced professionals in first- and second-level technical support who are interested in working in a collaborative, learning-oriented environment. As part of the team, you will be responsible for providing day-to-day support to end users and contributing to the continuous improvement of IT processes and services.
Key Responsibilities
- Serving as the first point of contact for customers seeking technical assistance over the phone, support portal or email.
- Identifying and assessing customers’ needs.
- Support for basic customer issues and requests related to IT systems and applications.
- Escalate service requests that cannot be scheduled within agreed service levels.
- Improve customer service, perception, and satisfaction.
- Maintain the Knowledge Base information.
- Train and assist junior colleagues.
Qualifications
Qualifications/Skills
- Proven experience in IT support, Service Desk, Technical Support or Customer Support.
- Good understanding of IT concepts and 1st level support experience for:
- M365( Outlook, Teams, OneDrive).
- End user Device Support : Laptop OS( MS Win11, MAC IoS) support, Networking, Client VPN(Zscaler), Iphone.
- User management: ︈AD users & groups, MFA, Permissions and Access management.
- Application Support: SW installation and troubleshooting.
- Excellent Communication Skills: You will be listening and speaking to people by phone, often in some state of distress. Your ability to listen, speak plainly, and communicate effectively will be necessary.
- Problem-solving skills: Ability to diagnose and resolve basic technical issues. You will need to be able to prioritize the most important situations.
- Customer-oriented and cool-tempered.
- Ability to work in a team and communicate effectively.
Language skills : English Full Professional Proficiency, German is considered a big plus.