Service Desk Analyst Bilingüe- México
Core
Provide first-level IT support via phone, chat, and email to resolve user incidents and requests.
Role type
Service Desk Analyst (Level 1)
Builds
IT support services for enterprise clients
Domain
IT Operations / Help Desk
Required skills
Windows OS support, Microsoft Outlook support, web browser troubleshooting, ITSM ticket management, remote desktop tools, basic networking, English (advanced), Spanish (native/bilingual)
Preferred skills
Technical degree in IT or related field, 1+ years of support experience
Technologies
Windows, Microsoft Outlook, Google Chrome, Microsoft Edge, ServiceNow, Remedy, Zendesk, Jira, LogMeIn, AnyDesk, Remote Desktop Manager
Responsibilities
Answer user calls and support requests, log and classify incidents, perform initial diagnosis and resolution, escalate complex cases, maintain user communication, adhere to SLAs and security policies.
Seniority
Entry-level to Junior