Service Desk Agent

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.

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

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.
References

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.