Service Desk Level 1 Analyst (Mexico)

📋 Description

• Be 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
• Log all interactions in the ticketing system and escalate when needed.
• Ensure timely and accurate resolution of issues while delivering exceptional customer service.
• Follow up with users to confirm satisfaction.
• Invest in yourself: pursue training, certifications, and ongoing learning.

🎯 Requirements

• High school diploma or equivalent required; Associate or bachelor’s degree in computer science or
• Professional certifications (or working toward):
• HDI Support Center Analyst (HDI-SCA)
• ITIL Foundation
• Microsoft 365 Certified: Fundamentals

• 1–2 years in a technical support role, preferably in a service desk environment.
• Strong customer service skills with the ability to explain technical solutions clearly.
• Proficiency in Windows OS, Microsoft Office suite, and basic network troubleshooting.
• Familiarity with ITIL or similar service frameworks a plus.
• Ability to work independently and collaboratively.
• Excellent problem-solving and multitasking skills.

🎁 Benefits

• Savings / Monthly 13% cap
• Pantry Vouchers 9% deposited every month
• Christmas Bonus: 25 days of your daily income
• Vacations - 12 days after the first year
• Anniversary Bonus - 10 days of base salary
• Vacation Premium – 40% first year