MIS Operator

Responsabilidades Generales This role has an impact on our financial performance, service and customer loyalty through Business users experience in the locations and in the headquarters. TECHNICAL SUPPORT Provide 1st and 2nd level support to Spanish users in person, via telephone, e-mail IM/chat troubleshooting as required for problems relating to user logins, passwords, networks and applications Provide effective VP (Vice President), SMT (Senior Management Team) & Executive support Support, manage and maintain the configuration and installation of the desktops including patch updates and hardware replacements Provide call, video conferencing and site events (i.e.: townhall) support Set-up, configure, move and support internal hardware and software applications VENDOR MANAGEMENT Manage local vendors to take appropriate measures for controlling cost, reducing potential risks related to vendors, ensuring excellent service deliverability and deriving value from vendors in the long-run CUSTOMER SERVICE Provide world class user services, implementing a pleasant and easy user experience through clear communication and effective problem resolution Demonstrate excellent customer facing skills and be able to manage complex scenarios Be able to explain issues and resolutions to customers who possess varying levels of technical skills Provide user training sessions and workshops Build strong relationships with customers, peers, stakeholders and vendors COMMUNICATION Ability to communicate effectively with different levels of leadership within the organization Provide timely updates so that progress against each individual incident can be updated as required Write and review high quality technical documentation CONTINUOUS IMPROVEMENT Encourage and maintain a ‘Best practice sharing culture’, always striving to find ways to improve service and change mind set Requisitos Obligatorios Fluency in Spanish and proficiency in English Minimum 2 years’ experience as a desktop support analyst working in an International enterprise IT infrastructure support and service delivery environment Proven ability to resolve IT issues in a large-scale organization with global IT resolver groups Strong communication skills both written and oral Experience working with enterprise desktops deployments using Microsoft Windows 7 & 10 operating systems Working with desktop productivity Microsoft O365 and related office suite of products Applications Support including MS SharePoint, OneDrive, Teams Using Active Directory to troubleshoot and resolve issues Working with desktop security products and knowledge of Bit-Locker & McAfee security systems Familiarity with ITIL processes, desktop support processes and ServiceNow incident and workflow management system Good working knowledge of TCP/IP networking protocols At Hertz, we champion and celebrate a culture of diversity and inclusion. We take affirmative steps to promote employment and advancement opportunities. The endless variety of perspectives, experiences, skills and talents that our employees invest in their work every day represent a significant part of our culture – and our success and reputation as a company. Individuals are encouraged to apply for positions because of the characteristics that make them unique. Qualified applicants with criminal histories will be considered for employment in a manner consistent with applicable federal, state and local law. Hertz is a drug free workplace. EOE, including disability/veteran