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 activities include but are not limited to:

• Providing support for all Technology related- activities and initiatives.
• Guidance, assistance, coordination, and follow-up on the reported issues/problems.
• 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.
• Entry point of contact for global service requests, incident reporting, allocating, categorization and prioritization codes  
• Incident Logging and Categorization - Maintain accurate and up-to-date log of each incident that is reported, including the category/type of incident.
• Organizing and prioritizing tickets based on the level of disruption that they cause.
• Providing first-line investigation and diagnosis into incidents 
• Resolving incidents and service requests when first contacted whenever possible.
• Escalating incidents and service requests that cannot be resolved within agreed timescales or need technical escalation in line with the SOP (Standard operating procedures)
• Providing Incident Management Support where escalated via CIT
• Communication with users – keeping them informed of incident and service request progress.
• Closing all in scope resolved incidents, requests and other calls.
• Conducting customer/user satisfaction call-backs/surveys as agreed including deep dive analysis on Dissatisfied survey responses.
• Owning the Complaints and Escalations Process for Service Desk further following up with technical teams for resolution as required
• Interfacing both into and out of End User Onsite Support and operations providing a seamless end user resolution regardless of entry point.
• Testing and analyzing Technology system and software performance.
• Resolving incoming personnel Technology queries.
• Responsible for advising users on appropriate actions by researching solutions using available information resources, such as internal Knowledgebases, application Quick reference guides, tools and manuals, etc.
• Avoiding service interruptions by performing system installations, updates, and maintenance procedures.
• Preparing training manuals and FAQ materials for easy-access end-user guidance.
• Documenting processes and maintaining service desk records.
• Making recommendations to optimize Technology performance and to prevent future problems.
• Collaborating with internal departments to ensure that Technology needs are met.
• Keeping informed of advancements in Technology.
• Continuous Service Improvement built into the day-to-day functioning.

Who We're Looking for

• Degree in 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 ITIL practices preferred.
• Desirable knowledge in ITSM tools, customer relationship management (CRM) and task management software.
• Exceptional analytical and problem-solving skills.
• Advanced collaboration, communication, and interpersonal skills.
• Excellent organizational and time management skills.
• Customer Service Experience.
• Excellent verbal and written communication skills.

Please submit your application in English.

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.