Description
Service Desk English - Job Summary: We are looking for an English-speaking Service Desk Analyst to provide first-level IT support to integral users. The role involves handling incidents, service requests, and providing technical assistance via phone, email, and chat. Key Responsibilities: Act as the first point of contact for IT-related issues and requests. Provide remote troubleshooting for hardware, software, and network problems. Log, categorize, and prioritize tickets in the ITSM tool (e.g., ServiceNow, ManageEngine). Escalate unresolved issues to L2/L3 teams as per SLA. Assist with password resets, account unlocks, and basic application support. Maintain accurate documentation of incidents and resolutions. Deliver excellent customer service and ensure timely communication with users. Required Skills: Fluent in English (spoken and written). 1–3 years of experience in IT Service Desk or Helpdesk support. Knowledge of Windows OS, MS Office, and basic networking concepts. Familiarity with ITSM tools and ticketing systems. Strong troubleshooting and problem-solving skills. Excellent communication and customer service skills. Preferred Certifications: ITIL Foundation Microsoft Certified: Fundamentals CompTIA A+"

📌 Workplace Engineering Track Associate (México)
🏢 Hexaware
📍 México