Posted 10 hours ago
Junior Service Desk Incident Specialist
GNPEspecialista Incidentes Mesa de Servicio Jr.
Requirements
Degree in Systems Engineering or Informatics, ServiceNow experience, ITIL or COBIT knowledge, Advanced Excel or Google Suite
Skills
ServiceNowITILPython
About the role
Responsibilities
- Customize the incident management tool to align with Incident Management process guidelines and related process needs
- Generate Service Desk reports to monitor service performance
- Incorporate new IT services into the incident management process and ensure necessary elements for correct handling
- Ensure changes in the tool or incident management process are communicated to all involved personnel, including end users and IT staff
- Coordinate efforts across different IT areas and maintain status updates for end users regarding high-priority incidents to ensure rapid service restoration
Requirements
- Degree in Systems Engineering or Informatics
- Experience with ServiceNow for incident management and reporting
- Experience in IT incident management processes
- Experience in Service Desk, IT customer service, or IT Support roles in companies with over 200 employees
- Proficiency in Google Suite and/or Microsoft Excel (Advanced)
- Knowledge of IT best practices such as ITIL or COBIT
- Knowledge of probability and statistics
Preferred Qualifications
- Programming knowledge
- Proficiency in Python
- Experience with BigQuery
- Prompt engineering for AI tools
- Experience with Data Studio
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Get started — it's freeJunior Service Desk Incident Specialist
GNP · Mexico