Team Leader de Service Desk

Job description

Job Description
This role advises and guides the client regarding the use of a broad range of products, offerings, and services. Following a standard call flow and problem handing processes (scripted or not scripted), they verify entitlement, perform problem determination, resolve and close the problem, or route the incident record to the appropriate level of support. Using technical resources and tools, they support the client by answering questions and responding to client requirements. They utilize their product, technology, industry and/or services skills to identify problems which may be related to product installation, update, configuration, operations or performance. They guide the client, advising on potential resolutions and their implementation, and play a key role in overall client satisfaction.

Required Technical and Professional Expertise
At least 2 years experience leading individuals/teams
Service Desk &/or Call Center expertise
ITIL certification, knowledge of service desk telephony systems, escalation concepts and service desk ticketing systems
Service Desk &/or Call Center expertise, minimum of 2 year experience in a leadership or supervisory role, people skills, negotiation skills
Auto req ID

78901BR
Required Education

Bachelor's Degree
Role ( Job Role )

Operations Production Analyst
State / Province

DISTRITO FEDERAL
Primary job category

Technical Services
Contract type

Regular
Employment Type

Full-Time
ERBP

Yes
Is this role a commissionable/sales incentive based position?

No
Travel Required

No Travel
IBM Business Group

GTS
Preferred Education

Bachelor's Degree
City / Township / Village

MEXICO CITY
EO Statement

IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
Required Technical and Professional Expertise

Required Technical and Professional Expertise
At least 2 years experience leading individuals/teams
Service Desk &/or Call Center expertise
ITIL certification, knowledge of service desk telephony systems, escalation concepts and service desk ticketing systems
Service Desk &/or Call Center expertise, minimum of 2 year experience in a leadership or supervisory role, people skills, negotiation skills
Country

Mexico
Preferred Technical and Professional Experience

NONE
Secondary Job Category

Other Technical Services
Eligibility Requirements

NONE