Find exactly what you are looking for

  • Select your location and language

  • Information Technology

    Service Desk Agent

    Location
    Guadalajara, Jalisco, Mexico
    Career Level
    Professionals
    Employment Type, Work Type
    Full time
    Publishing Date, ID-Nr.
    , 374581

    Your tasks

    Job Overview

    At Schenker International S.A. de C.V. we are looking for a Service Desk Agent to be part of our IT team, for our office in Guadalajara, Mexico.

    What will be your challenges?

    • Responding to first level support requests via multiple sources such as phone and email. Capturing call data into the incident management tool.
    • Communication with IT Users in a courteous and professional manner.
    • Diagnoses client problems relying on checklists and training.
    • Identification of recurring problems and notification of team members.
    • Assisting in the resolution of application, hardware, and software problems.
    • Awareness of service level agreement targets.
    • Communicates service procedures to IT Users.
    • Escalate when necessary to line management.
    • Track incident status and inform users regarding status.
    • Get approval for incident resolution / request fulfilment from user.
    • Resolution of complex incidents and incidents not only resolvable by SOP's.

    Requirements

    What you need to succeed (Qualifications, experience, skills, attributes)

    • Qualified IT specialist (apprenticeship)
    • Basic knowledge of hardware, software, and platforms as well as Schenker specifics.
    • Service Management: Service Level Management.
    • Service Operation.
    • Incident Management.
    • Applications/Infrastructure Support.
    • Customer Service.
    • Problem Mgmt.
    • IT Management Tools: IT Service Mgmt. Tools
    • External Frameworks & Standards: ITIL

    Competences:

    • Strong interpersonal skills and ability to work effectively across diverse organizations, groups and functions.
    • Team player, able to operate in a changing environment.
    • Problem-solving profile.
    • Fluent Business English (written and spoken).

    Why you will love DB Schenker

    Many of our jobs come with great benefits and career path opportunities:

    • Generous and additional vacation and yearly bonus schemes
    • Financial savings and various insurance options
    • Grocery & restaurant vouchers
    • Flexible & hybrid working models
    • Global & multicultural environment: Collaborate with colleagues all around the world.
    • Language courses
    • Mentorship, career program & development opportunities
    • Learning & education programs
    • Mental health & support initiatives

    How to Get Started

    You can begin by applying above or visit us at https://dbschenker.com/global/careers

    Stay Connected With Us

    Web Page: http://www.dbschenker.com

    DB Schenker is committed to a diverse and inclusive workplace. DB Schenker is an equal opportunity employer and does not discriminate based on race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

    Our offer

    At DB Schenker, you are part of a global logistics network that connects the world. A network that allows you to shape your career by encouraging you to contribute and truly make a difference. With more than 76,000 colleagues worldwide, we welcome diversity and thrive on individual backgrounds, perspectives, and skills. Together as one team, we are Here to move.

    Consent to use Cookies and collect data

    We use cookies in order to optimize our website and continually improve it. For this we use amongst others Adobe Analytics. By continuing to use this site, you are agreeing to our use of cookies. You can find further information on cookies and how to opt out in our privacy policy.

  • Cookies and tracking scripts

    We want to give you the opportunity to make an informed decision for or against the use of cookies, which are not mandatory for the technical functions of the website. Cookies are small text files in which personal data can be stored.

    Our privacy policy is intended to ensure that you are fully aware of the collection and processing of data, including through the use of cookies through our sites, and that you can make a decision that is appropriately informed. However you can change your cookie settings at any time.

    Please find further information within our data privacy policy.