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.

• Forward unresolved issues to the appropriate support level.

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

• Update customer information and generate activity reports.

• Guide customers through the troubleshooting process.

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

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

• Accurately record, document, and close support cases.

• Suggest modifications or enhancements to procedures.

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

• Assist end users across diverse 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 fiber Ethernet internet connection; Wi-Fi-only connections are not acceptable.

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

• Professional wired USB headset equipped with a microphone.

• Availability to support rotating schedules from Monday to Friday 7:00 AM-7:30 PM CST, Saturday 6:00 AM-6:30 PM CST, and Sunday 6:00 AM-5:30 PM CST, including weekends and holidays as needed.

• Proficient in English, both spoken and written.

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

• Fundamental troubleshooting and problem-solving abilities.

• 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 practices.

• Experience communicating with technical teams, business partners, and end users.

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

• Previous experience in a help desk or customer support environment is preferred.

• Familiarity with computer networks and internet software is preferred.

• Dual monitor setup is preferred.

• Resumes must be submitted in English.

• Completion of the pre-screen questionnaire and one-way video interview is required for consideration.

🏝️ Benefits

• Paid weekly in arrears.

• Remote work arrangement.