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Associate Specialist, End User Support

City
Ciudad de Mexico
State/Province
Distrito Federal

Overview:

The Service Desk Analyst provides Level 1 remote technical support globally to Celanese employees and customers for software/hardware incidents, requests and inquiries as they relate to maintenance of desktop computers and related systems.  This position reports to the Service Desk Team Leader. 

Responsibilities:

  • Answer incoming calls to the Service Desk. 

  • Provide first line response for users requiring assistance with issues relating to PC's, Microsoft Office, applications and basic network communications. 

  • Provide basic administration of Access Management, End User Management, accounts and passwords. 

  • Fill in every mandatory field and assign proper priority for incoming incidents in ticketing tool. 

  • Escalate incidents to the appropriate IT operations resources in accordance with established procedure. 

  • Monitor open tickets for accuracy, urgency and problem resolution within prescribed Service Level Agreements. 

  • Drive the assigned Project activities. 

  • Follow the monthly shift schedule and arrive before shift start. 

  • Ensure continuous availability during shift in the telephony system following the internal break policy. 

  • Ensure reasonable usage of availability statuses both in Telephony system and Chat. 

  • Regular usage and update of the Knowledge Base articles. 

  • Perform as per KPI, SLA, Quality and Objective requirements. 

  • Continuous effort to meet high customer satisfaction. 

  • Identify of any areas of improvement.

  • Own your career: work towards the goals, proactive development from internal and external sources. 

  • Ready to be shifted in on-call during weekends. 

  • In the case of a Major Incident if nobody else is available, overtime may be requested by the direct supervisor.

  • This role requires physical office attendance following the Celanese internal workability policies.

Qualifications:

  • Customer friendly English and Spanish communication skills (written and oral). 

  • Strong knowledge of Microsoft based operating systems with emphasis on Windows 10, 11 Office 365 and Internet Browsers. 

  • Successful delivery against commitments and deadlines. 

  • Proactive approach and strong process adherence. 

Application Methods:

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Celanese is a global leader in chemistry, producing specialty material solutions used across most major industries and consumer applications. Our businesses use our chemistry, technology and commercial expertise to create value for our customers, employees and shareholders. We support sustainability by responsibly managing the materials we create and growing our portfolio of sustainable products to meet customer and societal demand. We strive to make a positive impact in our communities and to foster inclusivity across our teams. Celanese Corporation employs more than 11,000 employees worldwide with 2024 net sales of $10.3 billion. For more information about Celanese Corporation and its product offerings, visit www.celanese.com.

Celanese is an Equal Opportunity Employer. Celanese does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.


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