Tasks and responsibilitiesCooperation with other employees.Providing first line support services.Service Desk works 24/7 (Mexico Team works Monday-Friday 08:*****:00).
Receiving reports from users (phone, mail, initial classification in our ITSM tool, assigning them to corresponding helpdesk, 2nd and 3rd line teams.Informing and assisting users in case of IT system failure.Quick diagnosis and independently solving issues according to defined Service Level Agreement (SLA).
User administration for supported applications.Business support in recurring tasks within IT systems during and at the end of the month.Maintaining high level of users support in terms of provided service.Accurate reporting of the time spent between each type of tasks.Compliance with internal regulations, procedures, law and managers orders, including labor regulations,



regulations on remuneration and other internal regulations in the company, including company's intellectual property protection.Behaviors and attitudes consistent with the values.Professional skills development by participation in training and constant self-education.Education and skillsFluency in oral and written English – minimum B2 level.Practical knowledge of Windows systems.Basic knowledge of IT matters.Assertiveness in working with internal client.Emotions handling – both yours and client's.Building relationships.Ability to discover client's needs.Independent knowledge acquisition.Work in an international environment.Minimal work experienceMinimum 6 months of experience in IT Service Desk, Help Desk, or IT Support.
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📌 Assistant It Supporter, Service Desk (Xico)
🏢 Dsv Road
📍 Xico