Job Description

Take a step forward and let Edenred surprise you.

Every day, we deliver innovative solutions to improve the life of millions of people, connecting employees, companies, and merchants all around the world.

We know there are hundred ways for you to grow. With us, you will expand your skills in a multicultural, challenging, and dynamic environment.

Dare to join Edenred and get ready to thrive in a global company that will offer you endless opportunities.

Edenred is all about meritocracy. You come as you are, and you contribute. Indeed, the Edenred Group recognizes, recruits and develops all talents and singularities.

We are committed to preventing all forms of discrimination and to providing all our candidates with equal opportunities regardless of their gender and gender expression, disability, origin, religious belief and sexual orientation or any other criteria.

Main responsibilities:

• Daily monitor the attention of incidents and requirements raised by end users in the corporate ITSM tool.

• Prioritize/Coordinate ticket service according to user needs and considering the various aspects of the IT

  operating environment.

• Create and manage the guidelines, processes and formats of attention that technicians must follow.

• Track scaled or unresolved cases appropriately to improve services and update/generate appropriate documentation, and coordinate with other IT teams until have a final solution.

• Coordinate with the technicians the generation of the knowledge base that will be used as a basis to provide the services and that is kept updated for the attention of new cases in a standardized and effective way.

• Request and review the weekly and/or monthly reports generated by the supplier to report the operational efficiency of the supplier and make the corresponding improvements. Validate and/or approve the reports to ensure the right payment of services.

• Coordinate with the internal areas of Edenred everything related to the processes of Onboarding and Offboarding of personnel in everything related to the IT services involved.

• Participate, Collaborate and/or Coordinate with local/global IT teams to implement Hardware and Software projects that involve end users products and services.

• Manage asset databases properly and maintained updated accordingly to the devices and users lifecycle

• Follow all methodologies, policies and procedures to ensure that all new products and services will have the minimum impact to Business Units when they are deployed or installed. Perform tests, pilots, deploy by waves, etc.

• Ensure that all end user services operations have the required level of security: products, devices and services.

• Efficiently Manage of IT services received by service providers under scope.

• Leader in Mexico covers Mexico and HANA Countries (US, Argentina, Chile, Colombia, Peru, Uruguay and Venezuela). Leader in Brazil only covers Brazil country.

Requirements:

• 2+ years in coordination or supervision of Service Desk for more than 1000 users
• 3+ years in coordination or supervision of Field Services for more than 1000 users.
• 3+ years working under the Service Desk Institute and ITIL frameworks in the Processes: Incident Management, Request Management and Knowledge Management.
• 3+ years using ITSM tools such as Service Desk, Service Now, Jira ITSM (preferred)
• 3+ years managing HW and SW assets
• 5+ years of technical experience in Computing
• 5+ years of technical experience in Windows OS environment and Mobile Environment (Android, iOS).
• 5+ years of technical experience/knowledge in Networks: TCP/IP, ethernet, WiFi, Bluetooth
• 5+ years of experience in IT service management (providers). Experience in IT Service Contract Management and Finance.
• Advanced level in using office tools: Excel, PowerPoint and Email.
• Experience working in a multicultural environment (countries / regions)

Apply now and Vibe with Us!