Delivery Analyst - Fieldtech (Xico)

Req ID : ******

Responsibilities

• Provide 1st and 2nd level help desk support, customer service and assistance to the Mexico and remote users.
• Keep tracking of all IT incidents using Service-Now tools. Monitor ticket queue daily; assign and/or resolve tickets.
• Test and implement IT related projects.
• Support with computer and mobile installation and configuration according to SPE standards.
• Provide support in connecting Audio Visual (AV) and Video Conference (VC) equipment.
• Events and screening support.
• Perform analysis of customer problems and implements corrective action to restore functionality.
• Maintain ownership and accountability of problems and incidents until resolved and complete.
• Monitor progress on problem resolution and communicate feedback to the customer, as well as to the IT team.
• Adhere to established department policies, standards, procedures, and improvemen...