Schedule: Availability required (rotating shifts if needed)

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
- 1–3 years of experience in Service Desk / IT Support
- Advanced English (C1+ or higher) – mandatory

Qualifications

- Windows 10/11 troubleshooting
- Office 365
- Basic networking (IP, DNS, VPN)
- Active Directory (user administration)




- Experience with ticketing tools (ServiceNow, InvGate, etc.)
- Strong communication and problem-solving skills
- Availability to work adaptable schedules if required

Benefits and Team Environment

- Professional growth opportunities
- Continuous learning environment
- Dynamic and collaborative team

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At OpenService, we have been providing innovative solutions in Information Technology for three decades. And now we are looking for talent for the Bilingual Service Desk Analyst position.

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📌 Bilingual Service Desk Analyst (Ciudad Apodaca)
🏢 Openservice S. A. De C. V.
📍 Ciudad Apodaca