Service Desk Level 1 Analyst
New
Remote (Mexico), 1st Shift (8a-5p CST)Full-TimeEntry
Salary14,000 MXN
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Job Details
- Experience
- 1–2 years
- Required Skills
- Customer serviceMicrosoft OfficeTechnical support
Requirements
- 1–2 years of experience in a technical support role, preferably in a service desk environment.
- High school diploma or equivalent required; Associate or Bachelor’s degree in Computer Science or related field preferred.
- Proficiency in Windows OS, Microsoft Office suite, and basic network troubleshooting.
- Strong customer service skills with the ability to explain technical solutions clearly.
- Excellent problem-solving and multitasking skills.
- Ability to work independently and collaboratively.
- Familiarity with ITIL or similar service frameworks is a plus.
- HDI Support Center Analyst (HDI-SCA) certification preferred.
- ITIL Foundation certification preferred.
- Microsoft 365 Certified: Fundamentals certification preferred.
Responsibilities
- Act as the first point of contact for technical support via phone, email, and chat.
- Troubleshoot and resolve issues with desktops, laptops, printers, mobile devices, software, and networks.
- Log all interactions in the ticketing system and escalate tickets when necessary.
- Ensure timely and accurate resolution of issues while delivering exceptional customer service.
- Follow up with users to confirm issue resolution and satisfaction.
- Pursue professional training and certifications.
- Participate in special projects that enhance service delivery.
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