Service Desk Level 1 Analyst
D
DYOPATHIT Service
Remote (Mexico), 1st Shift (7a-4p), Monday through FridayFull-TimeEntry
Salary17,000 MXN
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Job Details
- Experience
- 1–2 years
- Required Skills
- Microsoft OfficeTechnical support
Requirements
- 1–2 years of experience in a technical support role, ideally 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 and the Microsoft Office suite.
- Fundamental knowledge of network troubleshooting.
- Strong customer service skills with the ability to clearly explain technical concepts.
- Excellent problem-solving and multitasking abilities.
- Ability to work both independently and collaboratively within a team.
- Familiarity with ITIL or similar service frameworks is considered an asset.
- Possession or active pursuit of HDI Support Center Analyst (HDI-SCA) certification.
- Possession or active pursuit of ITIL Foundation certification.
- Possession or active pursuit of Microsoft 365 Certified: Fundamentals.
Responsibilities
- Serve as the primary point of contact for technical support via phone, email, and chat.
- Troubleshoot and resolve technical issues with desktops, laptops, printers, mobile devices, software, and networks.
- Document all support interactions within the ticketing system.
- Escalate complex issues when necessary.
- Ensure timely resolution of requests while maintaining high standards of customer service.
- Follow up with end-users to verify satisfaction with support provided.
- Participate in special projects designed to enhance service delivery.
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