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 for customer inquiries.

• Forward unresolved issues to higher-level support for further assistance.

• Monitor, direct, and redirect concerns to appropriate resources.

• Update customer information and generate activity reports.

• Guide customers through the troubleshooting process.

• Conduct follow-ups with customers, offering feedback and ensuring issues are resolved.

• Deliver outstanding customer service, surpassing client expectations.

• Accurately document, record, and finalize service requests.

• Suggest modifications or enhancements to procedures.

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

• Assist end users across various service areas and a broad operating schedule.

⛳️ 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 permitted.

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

• Professional wired USB headset with a microphone.

• Capability to support rotating schedules, including weekends and holidays as needed.

• Proficient in English, both spoken and written.

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

• Fundamental troubleshooting and problem-solving abilities.

• Competence in managing Windows and iOS environments.

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

• Basic knowledge of ServiceNow.

• Understanding of ITIL and Service Management principles.

• 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.

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

• Familiarity with computer networks and internet software is a plus.

• 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 option available.

• Flexible scheduling within operating hours.