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CIB - GTI Service Desk - Analyst - Mexico City

Job Description

As a service desk specialist, will be responsible for delivering quality customer service to internal customers by providing them with a single point of contact to report problems and make inquiries. Will respond to calls to the help desk, logging in all calls and tracking them through to resolution. You'll conduct 1st level problem determination with the customer, using documented procedures and available tools. Working with senior GTI staff members, you'll record problem information and keep them updated as to status. You'll be responsible for ensuring that thorough 1st-level problem determination is executed, resolving as many issues as possible with a team goal of 90% immediate resolution. You'll insure proper escalation of problems as necessary, field support to fix problems related to PCs, applications and voice and network connectivity.

You will be working with local and regional projects, developing and updating procedures, process and metrics. You will be helping or in charge of purchase management, asset management, service delivery, and/or contingency activities.

You will be able to put into practice your skills in different languages like SQL, ORACLE, SYBASE, PHP, CSS and Java in a basic level.

Stay current on and adhere to established policies, procedures and documentation, run Health Checks, End of Day activities, batch operations, backup management, vendor management, asset management, incident management, etc.

  • Must have at least 3 years experience within the Financial institutions or similar, desirable but not required JPMorgan Chase Global Technical Support
  • Work experience in configuring, maintaining and troubleshooting problems with day-to-day operating environments and customer applications. Experience using troubleshooting tools and procedures.
  • Strong knowledge in windows platform, notes and hardware PCs.
  • Strong dedication to quality Customer Service and a working knowledge of enterprise-wide service-delivery procedures.
  • Ability to learn and apply technical information in a fast-paced, demanding work environment
  • Strong verbal and written interpersonal and communication skills.
  • Strong Telephone etiquette skills and an ability to deal effectively with customers at all levels, peers, vendors, and management.
  • Basic knowledge and skills on SQL, PHP, CSS and Java programming.
  • Bilingual, Spanish 100%,  English at least 80%
  • Good initiative and assertiveness
  • Strong teamwork attitude.
  • Effective listening skills
  • Basic knowledge of a LAN/WAN environment
  • Ability to follow policies and procedures; attention to detail
  • Self-motivation and organization
  • Systems related career
  • Desired technical training or certifications related to ITIL, CISCO and Microsoft.
Req #: 160041064
Location: México, DIF MX
Job Category: Technology
Employment Type: Full Time
Potential Referral Amount: US Dollar (USD)

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