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Service Desk Analyst Job

Date: Oct 9, 2021

Location: Mexicali, BCN, MX, CP 21385

Company: PACCAR

Company Information

PACCAR is a Fortune 500 company established in 1905. PACCAR Inc is recognized as a global leader in the commercial vehicle, financial, and customer service fields with internationally recognized brands such as Kenworth, Peterbilt, and DAF trucks. PACCAR is a global technology leader in the design, manufacture and customer support of premium light-, medium- and heavy-duty trucks under the Kenworth, Peterbilt and DAF nameplates and also provides customized financial services, information technology and truck parts related to its principal business.

Whether you want to design the transportation technology of tomorrow, support the staff functions of a dynamic, international leader, or build our excellent products and services, you can develop the career you desire with PACCAR. Get started!
 

Division Information

PACCAR’s Information Technology Division (ITD), located in Renton, WA utilizes cutting-edge technology to provide systems development, consulting, voice and data communications services to the entire Corporation, which has high visibility in the technology sector.

Requisition Summary

We are looking for a high energy contributor who is willing to work in a dynamic, fast-paced environment and wants to make a significant difference for our business.  This position provides technical support for our customers. Responsibilities include initial assessment, triage, research, and resolution of incidents for PACCAR Enterprise Applications and Infrastructure.

Job Functions / Responsibilities

  • Performing 1st level diagnosis, communicating incident resolutions and required documentation

  • Escalating, ticketing and clearly communicating complex incidents to 2nd level support teams

  • Following through on high priority incidents to ensure timely updates are documented

  • Managing Incident Reports in accordance with the 5 step problem management process

  • Supporting team members to handle new project implementation incidents

  • Performing timely service desk administration responsibilities as required

  • Cross-training with other Global Operational Services functions

  • Maintaining web, processes and other procedural documentation

  • Performing duties with minimal supervision

Qualifications

A minimum of 1 year of experience in an IT Service Desk environment handling, escalating and resolving IT systems, applications and operational problems is required.  Qualified candidates must be flexible and able to work an 8-hour shift between 4:00am and 4:00pm (PDT) as required. The role requires on-call support for a two-week period, 24 x 7, assigned on a rotational basis.  In addition, support is required to cover some public holidays.  Candidates must have:

  • Excellent troubleshooting/problem-solving skills

  • Knowledge of PC hardware/software/applications

  • An understanding of network infrastructure

  • Be customer service oriented

  • Possess strong analytical and organizational skills

  • The ability to multitask

  • Strong communication skills (both written and verbal)

  • Fluent in speaking, writing, and reading in English

  • Possess excellent listening skills

  • The ability to make sound independent decisions and work effectively in a team environment

Education

  • Bachelor’s degree in IT or equivalent experience required

  • IT technical certification preferred (A+, MCP, MCSE, or MCSA)

Additional Job Board Information

PACCAR is an Equal Opportunity Employer/Protected Veteran/Disability.


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