Service Desk Level 1 Analyst

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

📋 Description

• Act as the primary point of contact for technical assistance through phone, email, and chat.

• Diagnose and resolve 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 issues while providing outstanding customer service.

• Follow up with users to verify their satisfaction.

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

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

⛳️ Requirements

• High school diploma or equivalent is mandatory.

• An associate or bachelor's degree in computer science or a related discipline is preferred.

• Professional certifications, or progress towards them: 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 setting.

• Strong customer service abilities and the capacity to clearly explain technical solutions.

• Proficiency in Windows OS and the Microsoft Office suite.

• Basic skills in 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 abilities.

• 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 covers 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 development paths.

• Training and ongoing learning opportunities.