IT Service Desk Agent II (Nezahualcóyotl)

Here at Scotts Miracle-Gro there is no such thing as a typical day. Our culture is constantly energized by new and exciting growth opportunities and at a rapid pace. Below are details on an open job. If the role interests you and you would like to be considered we encourage you to apply! We are looking for a IT Service Desk Agent II who will join our team.

• Provide first-line technical support to end-users via phone, email, or chat.
• Troubleshoot and resolve hardware and software issues efficiently.
• Escalate complex technical issues to senior support staff or relevant teams.

• Support users through the resolution of self-service or agent created incidents.
• Properly categorize and prioritize incidents in ServiceNow.
• Monitor and track the resolution progress, ensuring timely updates to users.
• Escalate incidents to Tier 2/3 teams as applica...