General Electric Service Desk Associate in Monterrey, Mexico
Job Description Summary
We are looking for a Service Desk Associate to provide enterprise-level assistance to our end user employees. If you're naturally a helper, have a strong customer orientation and enjoy assisting people with computer issues whilst explaining technical details simply, we'd like to meet you. Ultimately, you will be a person our employees trust. They will rely on you to provide timely and accurate solutions to their technical problems.
The goal is to create a seamless, positive experience for our employees that in turn enables them to serve our external customers and the businesses they support.
In this role, you will:
Diagnose and troubleshoot technical issues, including account setup and network configuration
Diagnose and troubleshoot software and hardware problems and help our employees install applications and programs. Identify solutions to software and hardware issues
Ask customers targeted questions to quickly understand the root of the problem
Own issues through resolution within agreed time limits, or to the point of escalation
Resolve network issues, configure operating systems and use remote desktop connections to provide immediate support.
Talk clients through a series of actions, either via phone, email or chat, until they've solved a technical issue. You will use email, text and chat applications to give clients quick answers to simple IT issues.
For more complex problems that require nuanced instruction, you will contact clients via phone, text or chat and/or provide clear, written instructions and technical manuals.
Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
Provide prompt and accurate feedback to customers
Refer to internal database or external resources to provide accurate tech solutions
Ensure all issues and outcomes are properly logged within the ticket management system
Prioritize and manage several open issues at one time
Follow up with clients to ensure their IT systems are fully functional after troubleshooting
Document technical knowledge in the form of notes and manuals
Maintain positive relationships with clients
Must be bilingual (English & Spanish or Spanish & French or Portuguese) with strong oral and written communication skills
Bachelor's degree in IT related areas and a minimum of 1 year of customer Service or
A high school or technical school diploma and a minimum of 2 years of IT call center experience on in Customer Service, Technical Support, Desktop Support, IT Help Desk Technician, or similar role
Degree in a relevant field, like Computer Science, IT or Software Engineering is desired
Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus
Hands-on experience with Windows/Linux/Mac OS environments desired
Good understanding of computer systems, mobile devices, SKYPE and other tech products
Ability to diagnose and troubleshoot basic technical issues
Tech savvy with familiarity in remote desktop applications and help desk software (e.g. Zendesk, BOLD 360, etc.)
Excellent problem-solving and communication skills
Ability to provide step-by-step technical help, both written and verbal
Relocation Assistance Provided: No