The ITPS Analyst ensures service level agreements for IT systems and function are met including workstations, phones, servers, networking equipment, network connected lab and plant equipment, etc. They coordinate and communicates Global IT system outages and supports the plants through down time. This role works closely with many Integral IT teams and business units to support technologies critical to plant and business applications and their performance, availability, and security.

Technical:
· Provides support and follow-up to partners with hardware, phone, or other identified IT support items or process issues.
· Identifies and addresses trends in support issues and corrects the root cause or works with the right team to do so.
· Diagnoses, repairs, installs, performs, or facilitates upgrades on IT supported software and hardware according to company’s standard operating procedures.
· Focuses on proactive support and directing that work to the proper support teams.
· Maintains communications with partners during the resolution process,



while ensuring there is ownership of the issue.
· Utilizes the Service Management tool to enter, issues and requests. Updates until complete.
· Communicates system outages to those affect at assigned plant(s).
· Rolls out new processes, hardware, or software.
· Works with contractors and engineers to ensure company's policies are understood and followed.
· Provides 24x7-support for plant/region as needed.

Skills:
· Ability to communicate effectively – written and verbal. English, Spanish and Portuguese is required.
· Excellent customer service skills and positive attitude.
· In depth knowledge of MS Office applications.
· Be able to handle multiple tasks simultaneously and be able to prioritize tasks and projects based on business needs.
· Be able to influence in order to make improvements.
· Strong in initiative is a must.

📌 Information Technology Support Specialist (México)
🏢 Ascendion
📍 México