Service Desk Level 1 Analyst

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

📋 Description

• Answer incoming phone calls, emails, and chat messages requesting technical assistance.

• Record all service desk communications in the ticketing system.

• Deliver first-level support for desktop, laptop, printer, mobile device, software, and basic network challenges.

• Address technical issues when feasible and escalate as needed.

• Ensure prompt and precise resolution of all service desk inquiries.

• Follow up with customers or employees to confirm satisfaction.

• Continuously enhance technical skills through training, certifications, and self-directed learning.

• Engage in special projects as assigned.

• Act as the primary support contact, assisting users in swiftly resolving issues while building technical expertise.

⛳️ Requirements

• High school diploma or equivalent is required.

• An associate or bachelor’s degree in computer science or a related field is preferred.

• Relevant certifications (or in progress): HDI Support Center Analyst (HDI‑SCA), ITIL Foundation, Microsoft 365 Certified: Fundamentals, CompTIA A+.

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

• Strong customer service abilities with the capacity to convey technical information to non-technical users.

• Proficient in Microsoft Office, Windows operating systems, and fundamental network troubleshooting.

• Familiarity with ITIL or similar frameworks is an advantage.

• Capability to work independently as well as collaboratively within a team.

• Excellent problem-solving and analytical skills.

• Competence in managing multiple tasks and prioritizing effectively.

• Proficiency in English (speaking, reading & writing) is mandatory.

🏝️ 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 development opportunities.

• Collaborative, upbeat environment where achievements are celebrated.