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 subsequent level of support.

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

• Maintain 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 and aim to surpass customer expectations.

• Accurately record, document, and close support incidents.

• Suggest modifications or enhancements to procedures.

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

• Assist end users across various service areas in a dynamic remote setting.

• Participate in rotating schedules within the designated operating hours, including weekends and holidays as needed.

• Complete the multi-step hiring process: resume evaluation, 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.

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

• A backup power solution, such as a UPS or inverter.

• A professional wired USB headset with a microphone.

• Willingness to support rotating schedules, including weekends and holidays as necessary.

• Proficiency in English, both spoken and written.

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

• Basic troubleshooting and problem-solving abilities.

• Proficiency 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.

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

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

• Dual monitor setup is preferred.

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

• Familiarity with computer networks and internet software is preferred.

• Resumes must be submitted in English.

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

🏝️ Benefits

• Weekly payment in arrears.

• Opportunity for remote work.

• Flexible scheduling within operating hours.