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 resolutions for customer inquiries.

• Appropriately escalate unresolved issues to higher levels of support.

• Monitor, route, and redirect problems to the appropriate resources.

• Update customer information and generate activity reports.

• Guide customers through the troubleshooting process.

• Follow up with customers, offering feedback and ensuring issues are resolved.

• Utilize customer service skills to exceed expectations.

• Ensure accurate recording, documentation, and case closure.

• Suggest procedural modifications or enhancements.

• Maintain and expand knowledge of Service Desk procedures, products, and services.

• Provide support to end users across various service areas and a broad operating schedule.

• Complete the hiring process, which includes resume review, pre-screen questionnaire, one-way video interview, pre-screen interview, and final interview.

⛳️ 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.

• Ability to remain composed and focused on customer needs while troubleshooting technical issues.

• Capable of prioritizing and managing multiple tasks in a fast-paced environment.

• Ability to collaborate successfully as part of a team.

• Willingness to work a flexible schedule that includes holidays and weekends.

• Proficiency in English, both spoken and written.

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

• Basic troubleshooting and problem-solving capabilities.

• Proficiency in both Windows and iOS environments.

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

• Working knowledge of ServiceNow.

• Understanding of ITIL and Service Management best practices.

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

• Ability to manage and prioritize multiple tasks simultaneously while ensuring attention to detail and quality.

• Stable wired fibre Ethernet internet connection; Wi-Fi-only connections are not acceptable.

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

• Professional wired USB headset with a microphone.

• Resumes must be submitted in English.

• Prior experience in a help desk or customer support setting is preferred.

• Experience with computer networks and internet software is preferred.

🏝️ Benefits

• Paid weekly in arrears.