IT Control Centre Agent
1 week ago
Provide Production Support (IT) for all English and Mexican (Spanish) teams.
Be the telephone call recipient of IT incidents related to production issues
Pre-qualify IT incidents and classify additional relationships
Fix incidents in IT systems following User manuals
Monitor IT system error messages and process them accordingly
Guide the Incident management processes
Initiate the IT escalation process, when required
Serve as an “Information channel”for Management and end-users
Work shifts as part of a team providing
24 x 7 x 365 support
**Formal qualifications**:
Relevant IT Degree or Diploma
**Role-specific knowledge**:
Fluent in Business English including Business Reading & Writing
Must be able to communicate within the Spanish team / International teams
2+ years of working experience in IT
ITSM Knowledge (ServiceNow / Remedy)
JIRA
Between 3 - 5 Years
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