- Assist with various IT Service Management tasks around the following ITIL Processes: Incident Management, Problem Management, Knowledge Management, Change Management and Service Level Management;
- Participate in meetings with the IT team to discuss projects and issues to be resolved.
- Assist in team projects and assigned tasks including critical daily process validations, audit reviews and researching system issues.
- Perform special projects as determined by the information technology staff.
- Work with end-users to understand pain-points regarding the Service and analyze root cause
- Respond to requests for technical assistance in person, via phone, electronically
- Provide initial remote technical software & hardware support to Customers
- Interact with customers and supervisors to have the issue solved
- Analyze problems/situations, understanding problem impact on Customer business
- Apply problem solving techniques
- Respond to customer queries, providing timely resolutions to customer issues
- Maintain highest customer satisfaction and positive customer relationships even in severe and pressurized situations
- Log all related activities for each customer query
- Leverage standard support delivery methodologies and tools
- Follow service desk procedures
- Redirect problems to appropriate resource
- Identify and escalate situations requiring urgent attention
- Track and route problems and requests and document resolutions
- Stay current with system information , changes and updates
- Make sure the process conformity and SLAs are accomplished
Experience and minimum qualifications
- Graduated from a College in the following fields: Science, Business/Information Technology or Statistics or related Engineering.
- Fluent in English and one of the following: French, Spanish, German, Portuguese
- Excellent verbal and written communication skills
- Knowledge of applying advanced analytic methods to diverse large data sets
- Proficiency in using MS Excel in particular and with MS Office in general
- Excellent presentation and documentation skills (using MS Word, MS PowerPoint)
- Real-world problem-solving experience & discovery skills
- Proven ability to multi-task without sacrificing quality or deadlines on individual tasks / projects
- Self-directed, detail-oriented and a team player
- Passion for Automotive field
- Knowledge of and experience with IT management systems ServiceNow, Maximo, Remedy, IT monitoring tools Nagios.
- ITIL v3/v4 Foundation
