Service Desk Level 1 Analyst – Mexico

• 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 networks
• 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
• Pursue training, certifications, and ongoing learning
• Participate in special projects that enhance service delivery
• Work 1st shift Monday through Friday; schedule subject to change based on operational need

• High school diploma or equivalent required
• Associate or bachelor’s degree in computer science or related field preferred
• 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
• English proficiency (speaking, reading and writing) required
• Must be located in Mexico

• 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
• Major Medical Insurance covers you and your immediate family
• Life Insurance
• Quarterly Bonus
• Marriage or Bereavement Time off
• Maternity/Paternity Time off
• Ergonomic Chair
• 250 pesos monthly stipend for internet and electricity
• Certifications and career paths
• Ongoing development
• Training and certifications
• Special projects that enhance service delivery