Service Desk Level 1 Analyst

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 assign and resolve access-related tickets.

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

• Document all interactions in the ticketing system and elevate 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, certifications, and continuous learning opportunities.

• Contribute to 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 in progress) such as HDI Support Center Analyst (HDI-SCA), ITIL Foundation, or Microsoft 365 Certified: Fundamentals are desirable.

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

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

• Proficiency in Windows OS, Microsoft Office suite, and basic network troubleshooting skills.

• Familiarity with ITIL or similar service frameworks is advantageous.

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

• Exceptional problem-solving and multitasking capabilities.

• Candidates must be based in Mexico.

• Availability for 1st Shift (8a–5p CST), Monday through Friday is required.

🏝️ 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% 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

• Collaborative, upbeat environments where achievements are celebrated