Service Desk Level 1 Analyst

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

📋 Description

• Act as the initial point of contact for technical support 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 exceptional customer service.

• Follow up with users to verify their satisfaction.

• Engage in training, certifications, and continuous learning.

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

⛳️ Requirements

• A high school diploma or equivalent is required.

• 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.

• Strong customer service abilities with the aptitude to clearly explain technical solutions.

• Proficient in 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 capabilities.

• Must reside in Mexico.

• Availability for Monday through Friday, 1st Shift (6a-3p); schedule may vary based on operational requirements.

🏝️ 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 paths.

• Ongoing development and training.

• Collaborative, upbeat work environment.