IT Service Desk Analyst

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

📋 Description

• Serve as the initial point of contact to address and resolve customer inquiries.

• Elevate unresolved issues to higher levels of support.

• Monitor, route, and redirect inquiries to appropriate resources.

• Maintain customer records and generate activity reports.

• Guide customers through the troubleshooting process.

• Follow up with customers to provide updates and ensure issues are resolved.

• Offer outstanding customer service and strive to exceed client expectations.

• Accurately log, document, and finalize service requests.

• Suggest modifications or enhancements to procedures.

• Continuously improve knowledge of Service Desk processes, products, and services.

• Assist end users across various service areas in a structured, performance-oriented remote setting.

⛳️ 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.

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

• Backup power solution, such as an uninterruptible power supply (UPS) or inverter.

• Professional wired USB headset equipped with a microphone.

• Proficient in English, both spoken and written.

• Fundamental skills in hardware, software, and user provisioning/administration.

• Basic troubleshooting and problem-solving abilities.

• Proficient in managing both Windows and iOS environments.

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

• Knowledge of ServiceNow.

• Understanding of ITIL and Service Management principles.

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

• Preferred: dual monitor setup for enhanced productivity and workflow management.

• Preferred experience in a help desk or customer support role.

• Preferred experience with computer networks and internet software.

• Resumes must be submitted in English.

🏝️ Benefits

• Paid weekly in arrears.

• Opportunity to work remotely.

• Flexible scheduling within operating hours.