IT Service Desk Analyst

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

📋 Description

• Serve as the primary point of contact and provide solutions to customer inquiries.

• Properly escalate unresolved issues to the next level of support.

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

• Update customer information and generate activity reports.

• Guide customers through the troubleshooting process.

• Follow up with customers, provide updates, and ensure issues are resolved.

• Deliver outstanding customer service and surpass customer expectations.

• Accurately record, document, and resolve issues.

• Suggest modifications or enhancements to procedures.

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

• Assist end users across various service areas in a structured, performance-oriented remote setup.

⛳️ 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 calm and focused on customer needs while addressing technical issues.

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

• Proven ability to collaborate effectively as part of a team.

• Flexibility to work a schedule that includes holidays and weekends.

• Proficient in English, both verbal and written.

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

• Fundamental troubleshooting and problem-solving abilities.

• Proficiency in managing both Windows and iOS environments.

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

• Working knowledge of ServiceNow.

• Understanding of ITIL and Service Management principles.

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

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

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

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

• A professional wired USB headset with a microphone.

• Availability to support rotating schedules Monday-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.

• Resumes must be submitted in English.

• Preferred: Experience in a help desk or customer support role.

• Preferred: Experience with computer networks and internet software.

🏝️ Benefits

• Paid weekly in arrears.

• Remote work option available.

• Dual monitor setup is preferred for enhanced productivity and workflow management.