**Service Desk Analyst (L1) - Bilingual**
**Location**: Guadalajara, Mexico
**Work Schedule**: Full-time
**Language Requirement**: English (Advanced / Fluent)
We are looking for a **Service Desk Analyst (L1)** to join our IT support team and provide first-level technical assistance to end users in a fast-paced, customer-focused environment.
This role is adecuado for professionals with strong communication skills, experience supporting North American customers, and a solid understanding of IT support processes.
The Service Desk Analyst will be responsible for handling incidents and service requests, ensuring timely resolution, proper documentation, and excellent customer experience while working within defined SLAs.
**Key Responsibilities**
- Log, track, prioritize, and resolve incidents and service requests following established procedures
- Escalate unresolved issues to higher support levels when required
- Maintain accurate documentation and updates within the ticketing system
- Ensure compliance with SLAs and quality standards
- Communicate clearly and professionally with end users, mainly US-based customers
- Collaborate with internal IT teams to support service continuity
**Required Qualifications**
- 1-3 years of experience in Service Desk, IT Support, Help Desk, or Technical Support roles
- Advanced or fluent English (spoken and written)




- Experience working with ticketing tools (e.g., Zendesk, ServiceNow, or similar)
- Strong customer service and communication skills
- Ability to follow structured processes and work under defined SLAs
- Basic understanding of IT support concepts and troubleshooting
- Availability to work afternoon schedules
**Nice to Have**
- Experience supporting North American clients
- Familiarity with enterprise IT environments
- Exposure to tools such as Active Directory, Office 365, or VPN support
- IT-related studies or certifications
**What We Offer**
- Competitive salary and benefits over the law
- $3,300 food vouchers
- Mayor Medical Insurance
- 24 days aguinaldo and more
**Job Types**: Full-time, New-Grad, Permanent
Pay: $14,****** - $16,****** per month
Application Question(s):
- How do you typically handle a situation where a user is frustrated or upset and their issue cannot be resolved immediately?
- What experience do you have working with English-speaking customers, and in what types of environments have you used English on a daily basis?
- This is an on-site role with rotating workdays during the week and two consecutive rest days.
Please confirm whether this schedule works for you.
**Language**:
- English (required)
Work Location: In person

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