Bilingual Backup Service Desk Analyst

Location: Monterrey, Reciente Leon (On-site / Hybrid - depending on project)

Schedule: Availability required (rotating shifts if needed)

We are looking for a Bilingual Backup Service Desk Analyst to provide technical support and ensure service continuity during peak demand or team coverage needs. This role is key to maintaining high service levels and delivering excellent customer experience.

Responsibilities

Provide first-level technical support to end users across different accounts

Act as a backup resource supporting multiple projects, ensuring operational continuity across assigned accounts

Troubleshoot hardware, software, and network issues

Manage and resolve incidents through ticketing systems (ServiceNow, InvGate, or similar)

Escalate complex issues to appropriate teams

Support user account management (Active Directory basics)

Ensure timely resolution aligned with SLA commitments

Deliver excellent customer service in English and Spanish

📌 Bilingual Service Desk Analyst (Ciudad Apodaca)
🏢 Open Service
📍 Ciudad Apodaca