David Llerenas

Zapopan Area, Mexico Mexico

Service Desk Analyst

Electronics / Computer Hardware

1Handle Service Call and Incident tickets including receipt, record, initial classification and support, following the established procedures to guarantee the quality of service. Communicate Service Call and Incident tickets status and information for users about the status of service calls, about planned or unplanned changes and IT Information in General applying exiting templates and procedures to guarantee the quality of services. Escalate Service Call and incident tickets to local and 2nd line support groups when required applying the established procedures. Own, monitoring and tracking incident tickets following the established procedures to guarantee the users' satisfaction. Proces...