IT Service Desk Analyst

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

📋 Description

• Serve as the initial point of contact, providing solutions to customer issues.

• Elevate unresolved inquiries to higher tiers of support.

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

• Update customer information and generate activity reports.

• Assist customers through the troubleshooting process.

• Follow up with customers, offer feedback, and ensure issues are resolved.

• Provide outstanding customer service, surpassing customer expectations.

• Log, document, and properly close service requests.

• Suggest modifications or enhancements to procedures.

• Continuously develop knowledge of Service Desk procedures, products, and services.

• Offer support to users during designated operating hours in a 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.

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

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

• Team-oriented mindset with the ability to collaborate effectively.

• Flexibility to work varying schedules, including holidays and weekends.

• Proficient in English, both spoken and written.

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

• Basic troubleshooting and problem-solving capabilities.

• Familiarity with managing both Windows and iOS platforms.

• Working knowledge of Meraki, O365, Azure AD, Workspace One, and Bomgar.

• Familiarity with ServiceNow.

• Understanding of ITIL and Service Management methodologies.

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

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

• Reliable wired fiber Ethernet internet connection; Wi-Fi-only connections are not acceptable.

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

• Professional wired USB headset with microphone.

• Willingness to work on rotating schedules, including weekends and holidays as needed.

• Resumes should be submitted in English.

🏝️ Benefits

• Paid weekly in arrears.

• Remote work opportunity.

• Dual monitor setup is preferred to enhance productivity and workflow management.