Service Desk Agent

Date: May 1, 2024

Location: Reynosa, TAM, MX, 88700

Company: Corning

Requisition Number: 63233

Corning is vital to progress – in the industries we help shape and in the world we share.

We invent life-changing technologies using materials science. Our scientific and manufacturing expertise, boundless curiosity, and commitment to purposeful invention place us at the center of the way the world interacts, works, learns, and lives.

Our sustained investment in research, development, and invention means we’re always ready to solve the toughest challenges alongside our customers.

The global Information Technology (IT) Function is leading efforts to align IT and Business Strategy, leverage IT investments, and optimize end to end business processes and associated information integration technologies. Through these efforts, IT helps to improve the competitive position of Corning's businesses through IT enabled processes. IT also delivers Information Technology applications, infrastructure, and project services in a cost efficient manner to Corning worldwide.

Service Desk Agent

SCOPE/PURPOSE OF POSITION:

To provide support of authorized IT Devices for business use in connection with Corning IT platforms, resources, services and systems in serving the operational interests of the company. Perform as part of the Service Desk (SD) team, serving as a single point of contact for the user community providing effective, timely troubleshooting and resolution to common issues and requests, or ticket routing to specialized or advanced level support. 

RESPONSIBILITIES:

• Responds courteously and promptly to user phone calls, live chats, incoming tickets and other assigned communication channels

• Effectively use ServiceNow to manage tickets throughout their lifecycle

• Contribute towards meeting or exceeding SD metrics, targets and goals

• Follows all Corning IT policies and documented processes including Incident Management, Request Fulfillment and Knowledge Management.

• Execute Knowledge Base (KB) articles to provide effective and timely analysis, troubleshooting and accurate resolution/routing of technical incidents and requests. Provide KB feedback to improve articles.

• Interact with vendor technical support to ensure effective resolution of 3rd party services.

• Actively maintain tickets according to processes and within established SLAs. This includes the timely update of tickets to track all troubleshooting performed and communications with users, vendors and other IT teams.

1. Initiate ongoing communication with end users, via phone, chat and email, to continuously manage expectations.

• Monitor the queue and action or route tickets.

• Inform leadership of broader issues impacting users or the team

• Interact with teammates throughout the day to share information and knowledge

• Fulfill all administrative requirements on-time

• Answer, respond to and route Corporate Calls as needed

EDUCATION REQUIREMENTS

• Associate degree in IT or related professional certification

WORK EXPERIENCE

• A minimum of 2 year of IT Helpdesk or Service Desk experience

REQUIRED SKILLS

• Time management. Ability to meet and keep a schedule. Ability to multitask, complete tasks and meet deadlines in a fast-paced environment

• Customer service experience, preferably in a call center environment

• Strong work ethic with an attention to detail and a positive attitude

• Self-starter, able to work in team environment and motivate others

• Strong technical abilities, including knowledge and skill with computers and mobile devices

• Strong organization, and planning skills, with ability to handle changing priorities

• Interpersonal skills, empathy, patience, and ability to communicate clearly

• Must be fluent in English, with the ability to read, write, comprehend and apply instructions

DESIRED SKILLS

• Microsoft-based applications, with emphasis on Windows 10, Microsoft O365, Teams, etc.

• Experience with call management software such as Finesse or similar

• Quality / documentation experience

• Familiarity with Microsoft Azure.

• Active Directory Administration

• Experience resolving Outlook issues such as mail file size and data files (.ost)

• Experience with Windows troubleshooting including monitor display issues, printing, connectivity, etc.

• Configuration & distribution of corporate mobile devices

• Troubleshooting Cisco VPN and Pulse clients

• Facilitating Citrix connectivity

• Remediating Symantec Endpoint Protection

• LogMeIn remote connection/utilization or similar tool

• Altiris Deployment of software

• Asset management skills

• Edge and Google Chrome support

• Installation/configuration of various Adobe products /Software

• Account migrations (within & cross-domain)

• Printer/driver troubleshooting & installation

• ServiceNow or similar ticket management tool

• Additional spoken language skills a plus: Portuguese, French, German, Polish, Japanese, Chinese or Korean

Corning Puts YOU First!

We are committed to supporting your health, financial, career development, and life goals as you grow professionally and personally to achieve your highest potential. All benefits begin as soon as you start your career at Corning.

·Our monetary peer-to-peer recognition program is tied to our and celebrates you and your colleagues’ contributions.

·Health and well-being benefits include medical, dental, vision, mental health/substance, fitness, and disease management programs.

·Companywide bonus and attractive short- and long-term compensation programs are available based on your role and responsibilities.

·Professional development programs help you grow and achieve your career goals.