Service Desk Level 1 Analyst
New
D
DYOPATHInformation Technology
Remote (Mexico), 1st Shift (6a-3p), Monday through FridayFull-TimeEntry
Salary17,000 MXN
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Job Details
- Experience
- 1–2 years in a technical support role
- Required Skills
- Microsoft OfficeCustomer serviceTroubleshootingTechnical support
Requirements
- High school diploma or equivalent required.
- Associate or bachelor’s degree in computer science or related field preferred.
- 1–2 years of experience in a technical support role, preferably in a service desk environment.
- Proficiency in Windows OS and Microsoft Office suite.
- Competence in basic network troubleshooting.
- Strong customer service skills with the ability to explain technical solutions clearly.
- Excellent problem-solving and multitasking skills.
- Ability to work both independently and collaboratively.
- Professional certifications or progress toward HDI Support Center Analyst (HDI-SCA) preferred.
- Professional certifications or progress toward ITIL Foundation preferred.
- Professional certifications or progress toward Microsoft 365 Certified: Fundamentals preferred.
Responsibilities
- Act as the first point of contact for technical support via phone, email, and chat.
- Troubleshoot and resolve issues related to desktops, laptops, printers, mobile devices, software, and networks.
- Log all interactions accurately within the ticketing system.
- Escalate technical issues to higher tiers when necessary.
- Ensure timely resolution of issues while maintaining high levels of customer service.
- Follow up with users to confirm issue resolution and satisfaction.
- Participate in special projects aimed at enhancing service delivery.
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