Service Desk Analyst
New
T
TruelogicIT support
Remote MexicoFull-TimeJunior
Salary not disclosed
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Job Details
- Languages
- Fully fluent/advanced in both English and Spanish (written and spoken)
- Experience
- Minimum 1 year of experience in an IT Service Desk, Help Desk, or technical support role within a fully remote environment; at least 1 year of professional customer service experience
- Required Skills
- Customer service
Requirements
- Have at least 1 year of experience in an IT Service Desk, Help Desk, or technical support role in a fully remote environment.
- Have at least 1 year of professional customer service experience.
- Be fully fluent or advanced in written and spoken English and Spanish.
- Have practical remote troubleshooting knowledge covering hardware, peripherals, operating systems, and software.
- Be able to document support tickets thoroughly.
- Have a dedicated, distraction-free home office.
- Have reliable high-speed internet suitable for VoIP calls and video conferencing.
Responsibilities
- Diagnose and resolve issues involving laptops, desktops, mobile devices, printers, and client applications through phone, email, and chat.
- Provide L1 support for password resets, account access, and user how-to questions.
- Log, prioritize by impact and urgency, track, and close support tickets according to standard operating procedures.
- Escalate complex or unresolved issues to higher-tier engineering teams with clear documentation and troubleshooting notes.
- Provide customer-focused support while maintaining professionalism under pressure.
- Meet individual and team KPIs, service desk SLAs, and quality standards.
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