Associate Service Desk Analyst - MXMEX10 - Mexico City - Torre esmeralda 3

At Maersk, we have a vision larger than the ocean: to be a true integrator of container logistics connecting and simplifying our customers’ supply chain. We count on our people to make it happen.

Besides focusing on creating value for our customers and the business, a key priority for us is to drive personal and professional development for our people to prepare for further career progression.

We value the diversity of our talent and will always strive to recruit the best person for the job. If you believe you would add value to Maersk but don’t meet all the criteria we have included in this advert, we would still love to hear from you.

Day to Day could look like

The Technology support Service Desk is passionate about technology and the customer experience. The team is responsible for supporting the global organisation and is as an entry point for reporting all incidents and service requests as well as supporting users in “How To” queries. 

The Technology support Service Desk is a 24/7/365 one desk model spread across three regions, APAC, India and South America using multiple channel options. 

• Providing support for all Technology related- activities and initiatives
• Break/fix assistance for all technology issues but not limited to password and access assistance but also escalation of high priority incidents including server and network escalations
• Working and collaborating with global teams, employees of Maersk, different technology and engineering teams in order to restore service and/or identify problems
• Incident Logging and Categorisation - Maintain accurate and up-to-date log of each incident that is reported, including the category/type of incident
• Organising and prioritising tickets based on the level of disruption that they cause
• Escalating incidents and service requests that cannot be resolved within agreed timescales or need technical escalation in line with the SOP (Standard operating procedures)
• Communication with users – keeping them informed of incident and service request progress
• Conducting customer/user satisfaction call-backs/surveys as agreed including deep dive analysis on Dissatisfied survey responses

Please submit your application in English.

Who We’re Looking For

• Degree in Technology, computer science, information systems, or similar
• Working experience in a Technology performance analysis and end-user support role
• Strong understanding of operating systems, software, and devices
• Knowledge on Information Technology Infrastructure Library (ITIL) practices preferred
• Strong collaboration, communication, and interpersonal skills in a customer service setting
• Exceptional analytical and problem-solving skills
• Excellent organizational and time management skills.
• Knowledge in ITSM tools, customer relationship management (CRM) and task management software would be desirable

Diversity, Equity, and Inclusion matter at Maersk

At Maersk we value the diversity of our talent and will always strive to recruit the best person for the job. We value diversity in all its forms, including – but not limited to – gender, age, nationality, race, sexual orientation, disability, or religious beliefs. We are proud of our diversity and see it as a genuine source of strength for building high performing teams.

Our approach to driving diversity, equity and inclusion across our global organization is based on respect, fairness, and a commitment to tackle preconceptions and unconscious bias wherever we encounter them.

Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race, colour, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave, veteran status, gender identity, genetic information, or any other characteristic protected by applicable law. We will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.

We are happy to support your need for any adjustments during the application and hiring process. If you need special assistance or an accommodation to use our website, apply for a position, or to perform a job, please contact us by emailing  accommodationrequests@maersk.com.