Location - Monterrey, MX

WOR (Garza Sada) Business Center, Oficinas & Cowork: Av. Eugenio Garza Sada 3820 Col. Mas Palomas Torre Micropolis. Oficinas Piso 8, Contry, 64780 Monterrey, N.L., Mexico

Hybrid: 3 days per week in office 

TopBloc is a Workday boutique partner firm that provides fixed-time, fixed-price Workday deployment services and on-demand Workday support. Using our internal proprietary tool we are able to quickly implement Workday Human Capital Management, Payroll, and Financials business processes and technology, letting our customers focus on their business while they gain immediate value. Once live, we also provide expertise and resources as needed to support the customer’s individual Workday solution.

TopBloc is committed to providing employees with an environment that provides continuous learning, career development, and a sense of belonging. We are looking for a Help Desk Coordinator who is passionate about working in a collaborative environment and has the ambition to be a driver for success.

Requirements (What We’re Looking For):

• Minimum of a Bachelor’s Degree (Required)

• Fluent in English (Required)

• Ability to manage multiple projects and initiatives simultaneously (required)

• Experience with data analytics (preferred)

• Experience with ticket management tools - Jira, ZenDesk, SalesForce, ServiceNow (preferred)

• Advanced knowledge of Microsoft Office Suite, particularly Microsoft Excel

• Passion for exceptional customer service and customer collaboration

• Strong communication skills, both written and oral

• Ability to interact and collaborate effectively with clients and co-workers in a positive manner that engenders confidence and trust

• Good problem solver with ability to consider alternative and diverse perspectives

Responsibilities (What You’ll Do):

• Intake for all Help Desk issues and ticket management

• Serve as the initial point of contact for clients seeking technical assistance through ticketing system

• Develop and distribute reports and analytics on ticket volume/trends

• Assist in delivery of high-quality solutions internally across multiple departments

• Configure and troubleshoot ticketing system issues

• Act as the subject matter expert for all things ZenDesk and/or ServiceNow

• Lead ZenDesk/ServiceNow Orientation for new hires

• Maintain ZenDesk/ServiceNow homepage

• Report breached security incidents to IT

• Create/maintain department slack notifications as requested

• Make configuration updates/changes to ZenDesk/ServiceNow to support evolving business needs

• Maintain Help Desk internal knowledge base confluence

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer

Benefits (What We’re Offering):

• Fast-paced and result oriented work culture with competitive base salary 

• Comprehensive legal benefits package in accordance with Mexican labor law plus: Christmas bonus (30 days)
  70% vacation bonus
  15 days off per year
  Home office bonus or transportation bonus
  $1,600 food stamps
  Private medical insurance for you and your family
  Dental and Optical insurance
  Life insurance
  Training platform
  Agreements with Universities
  Financial services (MINU)
  Total Pass Gym

TopBloc is an Equal Opportunity Employer