Service Desk Level 1 Analyst

New

DYOPATHIT services

Remote (Mexico); This role is open to applicants in Mexico only.Full-TimeEntry

Salary17,000 MXN per year

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Job Details

Languages: English proficiency (speaking, reading & writing) required
Experience: 1–2 years of experience in a technical support role, preferably in a service desk environment
Required Skills: Microsoft OfficeCustomer serviceTechnical support

Have a high school diploma or equivalent.
Have 1–2 years of experience in a technical support role, preferably in a service desk environment.
Demonstrate proficiency with Microsoft Office and Windows operating systems.
Have experience with basic network troubleshooting.
Have English proficiency in speaking, reading, and writing.
Bring strong customer service skills and the ability to explain technical information to non-technical users.
Be able to work independently and as part of a team.
Demonstrate problem-solving, analytical, task-management, and prioritization abilities.
An associate or bachelor's degree in computer science or a related field is preferred.
Relevant certifications, or progress toward them, include HDI Support Center Analyst (HDI-SCA), ITIL Foundation, Microsoft 365 Certified: Fundamentals, and CompTIA A+.
Knowledge of ITIL or similar frameworks is a plus.

Respond to incoming phone calls, emails, and chat messages requesting technical support.
Log all service desk interactions in the ticketing system.
Provide first-level support for desktop, laptop, printer, mobile device, software, and basic network issues.
Resolve technical issues when possible and escalate when necessary.
Ensure timely and accurate resolution of service desk requests.
Follow up with customers or employees to ensure satisfaction.
Improve technical skills through training, certifications, and self-directed learning.
Participate in special projects as assigned.

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