ISS Service Desk Agent

Job title: ISS Service Desk Agent in Doral, FL at Hellmann Worldwide Logistics

Company: Hellmann Worldwide Logistics

Job description: For more than 150 years, Hellmann Worldwide Logistics has been making strides in the freight forwarding industry because of our exceptional employees in the global Hellmann Family. Our unmatched passion for the employee experience and energy to service our customers makes our resilience possible.Our Hellmann Promise is to collectively shape our culture through our mission, values, and leadership principles.If this resonates with your career aspirations, come and help us shape our sustainable impact, job details below!The Service Desk Agent is responsible to perform remote first and/or second-level support in a regional environment. The service desk agents provide first and second-level support and must strive for a first-call resolution with the end users, and provide support and follow-up to any ticket created related to Hellmann standard software and hardware. The service desk agents also own the SLA (Service Level Agreement), which means that they are responsible for following up with upper escalation teams for a resolution of the problem, and, they have the role of first and only communication with the end users.ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provide first and/or second-level support on Hellmann standard software and hardware which includes direct interaction with the operations team daily for support and issues resolution.


• Provide remote and/or on-site support for Hellmann standard software and hardware, through our different official communication channels, such as phone support, chat support, and ITSM tool, among others.


• Monitor, document, and dispatch all incoming and existing tickets from our ITSM tool Service Desk queue, to make sure all of them are properly processed within the assigned SLA.


• Monitor phone queue to ensure that all calls are attended, documented, and resolved.


• Document all requests/incidents through the corresponding ITSM tool.


• Assure 100% customer satisfaction


• Drive operational excellence


• Perform expected tasks or any additional task assigned by the Supervisor or Manager in a timely manner without constant supervision.


• Monitor the CheckMK monitoring tool and immediately escalate and report any problems/alerts displayed to the required team.


• Provide On-Call support after-hours including weekends following the established schedule as required by the business operations.


• Follow up on and provide proactive customer updates to all tickets/problems reported to the service desk.


• Perform other duties as assigned.

• Excellent organizational and communication skills.


• Able to manage multiple, simultaneous projects/tasks and deadlines.


• Excellent attitude.


• Problem-solving, teamwork, flexibility, collaboration, and verbal and written communication skills.


• Ability to work within a fast-paced organization.


• Ability to follow and enforce processes.

• 2 to 3 years of IT Education – experience


• Bilingual in English/Spanish is a must


• Ability to follow escalation path and organizational structure.


• Relevant additional experience


• ITIL Certification - Knowledge


• Logistics Industries background

• Ability to read, analyze, and interpret common scientific and technical journals.


• Ability to respond to common inquiries or complaints


• Ability to effectively present information to upper management, public groups, and/or end users.

• Ability to define problems, collect data, establish facts, and draw valid conclusions.


• Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.


• Ability to translate business problems and language into technical.

• Strong communication and organizational skills.


• Process oriented


• Ability to work effectively under pressure.


• Multitask-oriented and able to work in a fast environment.

• Frequently required to stand and walk.


• Regularly required to sit, use hands to finger, handle, or feel, and talk or hear.


• Occasionally required to reach with hand and arms.


• Spend quite a significant amount of time sitting and/or using the phone and keyboard.


• Specific vision abilities required by this job include close vision.

Expected salary:

Location: Doral, FL

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