Service Desk Analyst
We are seeking a Service Desk Analyst to join our Service Desk team.
In this role, you will provide first‐level technical support to users across different locations, ensuring timely resolution of incidents and an excellent end‐user experience within a Managed Operations model.
What You'll Do
Provide first‐level technical support for incidents and service requests via phone, email, and ITSM tools.
Log, classify, prioritize, and manage tickets in accordance with established SLAs.
Diagnose and resolve hardware, software, application, and access‐related issues, escalating when necessary.
Monitor, follow up, and close tickets while maintaining clear communication with users.
Deliver remote support, document solutions in the knowledge base, and meet Service Desk quality and productivity targets.
Requirements
Technical or Technologist degree in Systems, IT, Computer Science, or related fields.
Previous experience in remote technical support or Service Desk environments.
Knowledge of ITSM tools (experience with Aranda is a plus).




Basic knowledge of Windows operating systems, corporate applications, and office tools.
Strong communication skills and customer‐oriented mindset.
Availability to work in rotating shifts.
Benefits
Comprehensive health and well‐being programs
Continuous learning and career development
Performance‐based incentives
Versátil and hybrid work models
Equal Opportunity Employer
SoftwareOne welcomes applicants from all backgrounds and abilities and is committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
All information shared will be stored securely and treated in the strictest of confidence in line with GDPR.
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📌 Service Desk Analyst (México)
🏢 Softwareone Deutschland
📍 México