Service Desk Technician

Job Description:

• Using defined knowledge solutions and own technical expertise in specific field of IT, solve user and technology tickets (incidents, requests, alerts) with high quality, providing great customer experience to customers and right the first time.

• Create new and refresh existent knowledge resolution solutions for issues and situations.

• Leverage collaborative through deliverables and development by creating or participating in initiatives within MGS Digital Technologies.
 

• Bachelor’s degree or equivalent in experience
• IT education would be preferred
• ITIL certification would be desirable
• Fluent in at least two of the languages from the list: Portuguese, English and Spanish
• Experience working in a team delivering IT operations/service.
• 1-2 years’ experience working in a contact centre is desirable
• Good understanding and motivation of IT technology and IT support processes.
• Strong analytical, interpersonal and organizational skills, including good conflict management and an ability to work well with people from different backgrounds in a global organisation.
• Strong English language skills both verbal and written.

• Support IT users through incoming calls and digital channels.

• Resolve reported incidents/requests in a timely manner, meeting agreed operational and service SLAs, at the right level of quality and with high customer satisfaction.

• Keep IT users informed of the status of their case handling; use service-oriented, not only technology-oriented approach.

• Demonstrate developed customer focus skills and courtesy to the customer, especially for technically complex cases.

• Contribute to Service Ops Call Centre availability by handling multiple user contacts at the peak call centre hour.

• Be responsible for specifics team roles, such as TechLeads, Segment Leads, Champions, etc
• Act as a resource of MGS Projects, as required

• Work with other MGS teams to solve IT user tickets.

• Contribute to high collaboration MGS IT Ops team.
   

• Work with over 130,000 diverse and talented Associates, all guided by the Five Principles.
• Join a purpose driven company, where we’re striving to build the world we want tomorrow, today.
• Best-in-class learning and development support from day one, including access to our in-house Mars University.
• An industry competitive salary and benefits package, including company bonus.

Mars is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. The company is pleased to provide such assistance, and no applicant will be penalized as a result of such a request.