General Service Desk Agent Tier 2
The Company Hitachi Vantara combines technology, intellectual property, and industry knowledge to deliver data-management solutions that help enterprises improve their customers' experiences, develop new revenue streams, and lower the costs of business. Hitachi Vantara elevates our customers' innovation advantage by combining IT, operational technology (OT) and domain expertise. Come join our team and our employee-focused culture and help drive our customers' data to meaningful customer outcomes.
Job Overview:
The Level 1 Service Desk Technician's role is to provide professional, courteous, and effective technical support and customer service to all internal employees. At a high level, this includes receiving, prioritizing, documenting and resolving/escalating end user's requests and issues. This position will be based in Mexico City, Mexico.
Primary Role Responsibilities:



Take ownership of all tickets routed to them from internal contact sources or customers which require a higher level of technical analysis and will work these tickets to resolution with end user through call medium of support or route to the appropriate resolution Group. Handles problems and issues that users are unable to resolve. Communicate effectively with end users in all stages of the incident management process. Interact with several support teams to restore service and/or identify and correct core problem.
Communicating with the Shift Lead and/or direct leadership chain on intra-day issues, team projects and needs, escalations, and performance trending. Keep up to date knowledge on continuous enhancements to IT, tools, and processes within the internal knowledge base. Assists the Shift Leader in developing and implementing SLA performance improvement / enhancement plans. Build relationship/trust with all associates so that they are comfortable approaching them for resolution of customer issues.
Resolve Tickets within scope of responsibilities according to d

📌 IT Helpdesk Analyst (Aguascalientes)
🏢 Hitachi Vantara
📍 Aguascalientes