Service Desk Level 1 Analyst

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

📋 Description

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

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

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

• Follow up with users to verify their satisfaction.

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

• Take part in special projects aimed at improving service delivery.

• Assist users via phone, email, and ticketing systems.

⛳️ 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 in a service desk setting.

• Strong customer service abilities with the capacity to articulate technical solutions clearly.

• Proficient with Windows OS, the Microsoft Office suite, and basic network troubleshooting.

• Familiarity with ITIL or similar service frameworks is advantageous.

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

• Excellent problem-solving and multitasking skills.

• Fluent in English (spoken, written, and reading) is essential.

• Ability to effectively assist users in English through phone, email, and ticketing systems.

• Applicants must reside in Mexico.

🏝️ Benefits

• Savings / Monthly 13% cap.

• Pantry Vouchers 9% deposited every month.

• Christmas Bonus: 25 days of your daily income.

• Vacations - 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.

• Certifications and career path development opportunities.

• Training and continuous learning.

• A collaborative and positive work environment where accomplishments are recognized.