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 issues.

• Forward unresolved inquiries to higher levels of support.

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

• Update customer information and generate activity reports.

• Assist customers throughout the problem-solving journey.

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

• Provide outstanding customer service and strive to exceed customer expectations.

• Accurately log, document, and close service requests.

• Suggest modifications or enhancements to procedures.

• Continuously enhance and expand knowledge of Service Desk protocols, products, and services.

• Assist end users across various service domains in a well-organized, performance-oriented remote setting.

⛳️ Requirements

• A 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.

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

• A backup power solution, like a UPS or inverter.

• A professional wired USB headset with a microphone.

• Willingness to support rotating schedules during operating hours, including weekends and holidays when necessary.

• Strong proficiency in English, both spoken and written.

• Basic knowledge of hardware, software, and user provisioning/administration.

• Fundamental troubleshooting and problem-solving abilities.

• Proficiency in managing both Windows and iOS operating systems.

• 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.

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

• Experience in a help desk or customer support setting.

• Experience with computer networks and internet software.

🏝️ Benefits

• Weekly payment in arrears.

• Remote work flexibility.

• Preferred dual monitor setup to enhance productivity and workflow management.