Service Desk Agent is customer oriented, good collaboration with teammates, experience working with multi-functional teams, problem solving and analytical mindset. Tickets resolution following IT Operation Model.
ROLE & RESPONSABILITIES:
Regular end user support (professionals)
Adequately solve tickets according to agreed priority and in compliance with sla − End user equipment support and troubleshooting (dell (laptop, desktop, workstation), ricoh (regular printers and mp), etc)
Computer installation and setup (pxe boot)
Standard brp applications deployment (through sccm)
Microsoft office suite
Google workspace office suite
Google meets hardware support
Wireless connectivity
Devices configuration and support (samsung & apple)
Manufacturing environment (commonly called shop-floor)
Mobile zebra printers (preventive and corrective maintenance along with lan configuration (wireless).
Zebra scanners (preventive maintenance and configuration)
Software configuration (mobisys)
Basic troubleshooting with infrastructure servers, network,
and telecom asset equipment
Shop floor support (tier 2)
Shop floor equipment installation.
Shop floor apps installation (part of the configuration too).
Tablets installation, configuration and support
Weekly tapes backup and restore (if needed).
Schedule preventive maintenance of manufacture devices
Continues improvement: ensure at all times to prioritize the necessary interventions on production operations in order to reduce, or even proactively eliminate, downtime and loss of vehicles.
Receipt/validate and maintain all assets appropriately within the am database in order to constantly reflect the condition of the equipment under its immediate responsibility
Collaborate with other it functional towers to speed up incident or service delivery according to ticket priority in compliance with sla.
Periodically report progress and communicate or escalate any problem or risk requiring the immediate atte
📌 IT Service Desk Agent (Santiago de Querétaro)
🏢 Brp
📍 Santiago de Querétaro
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