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 resolutions for customer inquiries.

• Forward unresolved issues to the appropriate level of support.

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

• Update customer information and generate activity reports.

• Guide customers through the process of troubleshooting.

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

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

• Accurately record, document, and conclude service requests.

• Suggest modifications or enhancements to procedures.

• Maintain and broaden knowledge of Service Desk protocols, products, and services.

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

• Adhere to rotating schedules from Monday to Friday between 7:00 AM and 7:30 PM CST, and on Saturday from 6:00 AM to 6:30 PM CST, and Sunday from 6:00 AM to 5:30 PM CST.

⛳️ 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 composed and maintain a customer-centric approach while resolving technical issues.

• Capacity to prioritize and handle multiple tasks in a dynamic environment.

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

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

• Proficiency in English, both verbal and written.

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

• Fundamental troubleshooting and problem-solving skills.

• Proficient in managing both Windows and iOS platforms.

• 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.

• Ability to organize and prioritize numerous tasks simultaneously while maintaining attention to detail and quality.

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

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

• Professional wired USB headset with microphone.

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

• Resumes should be submitted in English.

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

• Preferred: familiarity with computer networks and internet software.

🏝️ Benefits

• Paid weekly in arrears.

• Remote working arrangement.

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