The Service Desk Analyst - North America Support role is to provide first level support through taking calls and handling incidents and requests using the ServiceNow IT Service Management system. The position is responsible for providing effective phone and email support to customers who are experiencing software or hardware related issues. The Service Desk Analyst must build strong reporting relationships with second and third tier IT support teams as well as other GM Financial business units and outside vendors.
- Bachelor's degree in an IT related field (Completed degree is a must and will be evaluated during interviews).
- Capable of working under a flexible schedule including extended business hours, weekends and holidays (This role supports North America so flexibility on national holidays may be required).
- Proficient in English (capable of business conversations).
- Ability to correct PC related problems in a timely manner.
- Basic knowledge of networking concepts including TCP/IP, Subnetting, Routing, DHCP, and DNS.
- Basic knowledge of operating systems, applications and associated hardware (e.g., Windows Desktop OSs, Windows Server OSs, OS/, UNIX/Linux).
- Knowledge of PC hardware and software.
- Support-level knowledge of the Windows desktop Operating Systems.
- Ability to accept change and to adapt to shifting organizational challenges and priorities.
- Ability to analyze problems, correlate data from multiple sources and communicate pertinent information to the appropriate support teams.
- Ability to evaluate problems and issues quickly, and to make recommendations for courses of action.
- Ability to manage multiple tasks at one time while remaining cool under pressure.
- Analytical and troubleshooting skills.
- Excellent analytical and troubleshooting skills.
- Interpersonal, verbal and written skills.
- Strong interpersonal, verbal and written skills.
GM Financial is an Equal Opportunity Employer. We do not discriminate against any applicant or employee based on race, color, age, gender, marital status, national origin, religion, sexual orientation, gender identity, gender expression, veteran status, disability, or any other that undermines human dignity and aims to nullify or impair people´s rights and freedoms.
