IT Service Desk Analyst

This is a fully remote position, open to applicants in Mexico.

📋 Description

• Serve as the initial point of contact and provide solutions to customer inquiries.

• Escalate unresolved issues to higher levels of support.

• Monitor, direct, and assign problems to the appropriate resources.

• Maintain customer information and generate activity reports.

• Guide customers through the troubleshooting process.

• Follow up with clients, provide updates, and ensure issues are fully resolved.

• Offer outstanding customer service and aim to surpass customer expectations.

• Accurately document, record, and close support cases.

• Suggest enhancements or modifications to procedures.

• Keep up-to-date with Service Desk processes, products, and services.

• Provide support to users during designated operating hours, including rotating shifts, weekends, and holidays as necessary.

• Complete the resume evaluation, pre-screen questionnaire, one-way video interview, pre-screen interview, and final interview process.

⛳️ Requirements

• High school diploma or GED equivalent in Science, Information Technology, or relevant professional experience in IT or Desktop Support.

• At least 2 years of experience in an End User Services role.

• Capability to maintain composure and customer focus while troubleshooting technical issues.

• Ability to prioritize and manage multiple tasks in a fast-paced environment.

• Proven ability to work effectively as part of a team.

• Willingness to work a flexible schedule, including holidays and weekends.

• Proficiency in English, both written and spoken.

• Basic competencies related to hardware, software, and user provisioning/administration.

• Fundamental troubleshooting and problem-solving capabilities.

• Proficient in managing Windows and iOS environments.

• Familiarity with Meraki, O365, Azure AD, Workspace One, and Bomgar.

• Knowledge of ServiceNow.

• Understanding of ITIL and Service Management principles.

• Effective communication skills with technical teams, business partners, and end users.

• Ability to coordinate and manage multiple tasks while maintaining attention to detail and quality.

• Reliable wired fibre Ethernet internet connection; Wi-Fi-only connections are not permitted.

• Backup power solution, such as a UPS or inverter.

• Professional wired USB headset with a microphone.

• Resumes must be submitted in English.

🏝️ Benefits

• Paid weekly in arrears.

• Remote work arrangement.