Service Desk Level 1 Analyst (Mexico)

📋 Description

• Be the first point of contact for technical support via phone, email, and chat.
• Troubleshoot desktops, laptops, printers, mobiles, software, and networks.
• Log all interactions in the ticketing system and escalate when needed.
• Ensure timely, accurate resolutions with excellent customer service.
• Follow up with users to confirm satisfaction.
• Participate in special projects that enhance service delivery.

🎯 Requirements

• High school diploma or equivalent; associate/bachelor preferred.
• HDI-SCA, ITIL Foundation, MS 365 Fundamentals (or working toward)
• 1–2 years in technical support, service desk preferred.
• Strong customer service; explain technical solutions clearly.
• Proficiency in Windows OS, Microsoft Office, and basic network troubleshooting.
• Familiarity with ITIL or similar frameworks.

🎁 Benefits

• Major Medical Insurance covers you and your immediate family
• Life Insurance
• Ergonomic Chair
• 250 pesos monthly stipend for internet and electricity
• Maternity/Paternity Time off
• Marriage or Bereavement Time off