Service Supportanalyst (Benito Juárez)

Primary Purpose of the PositionProvide input on processes and tools for end user support, ensuring adherence to standard processes and training (may include manning a physical local help desk).
ResponsibilitiesProvides input on the processes and supporting tools required for the execution of the end user support mission, assuring that the team is executing according to the standard processes, and has the tools and adequate training in the processes to succeed in their mission (this may include manning a physical local help desk).
Identifies, responds to, and initiates the necessary activities within IT to resolve user reported issues with IT systems in a manner consistent with user expectations and the appropriate urgency is established with respect to individual issues reported.Works with business users to assure that there are expectations set, via Service Level Agreements, on the responsiveness of the End User Support Team, and partner with other supervisors to assure con...