Service Desk Consultant

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

📋 Description

• Act as the primary point of contact for end users through phone, email, chat, and ticketing systems.

• Thoroughly document all interactions with users.

• Diagnose and resolve Tier 1 issues related to hardware, software, printers, Microsoft 365, account access, and basic network connectivity.

• Execute password resets, account unlocks, onboarding, offboarding, and equipment provisioning tasks.

• Forward complex incidents to Tier 2/3 support teams with complete documentation and troubleshooting information.

• Oversee ticket queues to ensure compliance with service level agreements (SLAs).

• Provide users with status updates on their requests.

• Engage in continuous service improvement initiatives.

• Work collaboratively with infrastructure, application, and security teams to deliver timely solutions and uphold high service standards.

⛳️ Requirements

• Proven experience in customer service, technical support, help desk, or service desk settings, emphasizing end-user satisfaction.

• Proficient understanding of Windows and Mac operating systems.

• Familiarity with Microsoft Office/Microsoft 365 applications and common business technologies.

• Experience with ServiceNow, Zendesk, or Jira Service Management.

• Commitment to following established processes.

• Basic knowledge of Active Directory, account administration, fundamental networking concepts, and troubleshooting techniques.

• Strong communication, problem-solving, time management, and documentation abilities.

• Eagerness to learn and advance within an IT support environment.

🏝️ Benefits

• Comprehensive benefits, support, and services that promote holistic health and wellbeing.

• Flexible working arrangements tailored to your needs (dependent on role and location).

• Independence, freedom, and a sense of ownership in your work.

• Commitment to being an equal opportunity employer.

• Provision of reasonable accommodations throughout the recruitment process.