Service Desk Analyst, Level 1

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

📋 Description

• Serve as the account administrator, overseeing user access and collaborating with Service Desk agents to manage and resolve access-related tickets.

• Diagnose and address issues related to desktops, laptops, printers, mobile devices, software, and networks.

• Record all interactions in the ticketing system and escalate issues as necessary.

• Ensure prompt and accurate resolution of problems while providing outstanding customer service.

• Follow up with users to verify their satisfaction.

• Engage in training, acquire certifications, and pursue continuous learning opportunities.

• Contribute to special projects that improve service delivery.

⛳️ Requirements

• High school diploma or equivalent is mandatory.

• An Associate or Bachelor’s degree in Computer Science or a related field is preferred.

• Professional certifications (or in progress): HDI Support Center Analyst (HDI-SCA), ITIL Foundation, Microsoft 365 Certified: Fundamentals.

• 1–2 years of experience in a technical support role, ideally within a service desk environment.

• Excellent customer service abilities with the capability to clearly explain technical solutions.

• Proficiency in Windows operating systems, the Microsoft Office suite, and basic network troubleshooting.

• Familiarity with ITIL or similar service frameworks is an advantage.

• Ability to work both independently and as part of a team.

• Strong problem-solving and multitasking abilities.

• Must be a resident of Mexico.

• Availability for the 2nd Shift (10a-7p CST), Monday through Friday.

🏝️ Benefits

• Savings / Monthly 13% cap.

• Pantry Vouchers 9% deposited each month.

• Christmas Bonus: 25 days of your daily income.

• Vacation - 12 days after the first year.

• Anniversary Bonus - 10 days of base salary.

• Vacation Premium – 40% in the first year.

• Major Medical Insurance covering you and your immediate family.

• Life Insurance.

• Quarterly Bonus.

• Marriage or Bereavement Time off.

• Maternity/Paternity Time off.

• Ergonomic Chair.

• 250 pesos monthly stipend for internet and electricity.

• Opportunities for certifications and career advancement.

• Ongoing development.

• Training and certifications.

• Participation in special projects that enhance service delivery.