? Join HCLTech and Shape the Future of Technology Support

HCLTech is a global technology company with more than 218,000 professionals across 59 countries, delivering cutting-edge capabilities in Digital, Engineering, Cloud, and AI. We partner with leading organizations across Financial Services, Manufacturing, Healthcare, Technology, Telecommunications, Retail, and Public Services to drive innovation and business transformation.

We're currently seeking a Service Desk Analyst (L1) with strong English and Spanish communication skills to join our team in Zapopan, Jalisco, Mexico.

About the Role

As a Service Desk Analyst, you will be the first point of contact for end users, providing technical support and troubleshooting assistance through phone, email, chat, and video calls. You will play a critical role in ensuring a seamless support experience and timely resolution of IT-related issues.

Key Responsibilities

✅ Diagnose and resolve hardware, software, network, and remote access issues.

✅ Provide technical support via telephone, email, chat, and video calls.

✅ Accurately classify and document service requests and incidents.

✅ Escalate and route complex issues to Level 2 and Level 3 support teams using knowledge base resources.

✅ Coordinate with internal IT teams to ensure timely issue resolution.

✅ Deliver exceptional customer service while maintaining service level agreements (SLAs).

✅ Create and update support documentation when required.

Qualifications & Requirements

Required

High School Diploma or equivalent.

2-3 years of experience in a Service Desk, Help Desk, or Technical Support role.





Fluent English and Spanish communication skills (written and verbal).

Strong customer service orientation.

Availability to work versátil schedules/shifts.

Excellent verbal communication and active listening skills.

Empathy and professionalism when supporting end users.

Strong troubleshooting skills for remote access issues.

Technical Experience

Experience with

ServiceNow

Active Directory

Citrix

VPN connectivity and troubleshooting

Windows-based environments and end-user support

What We Offer

✨ Life Insurance

✨ Major Medical Insurance (including spouse and up to two children under 25 years old, where applicable)

✨ Minor Medical Insurance

✨ Savings Fund: 13% (up to MXN $4,300 monthly)

✨ Food Vouchers: 10% (up to MXN $3,300 monthly)

✨ 30 Days Christmas Bonus (Aguinaldo)

✨ 12 Vacation Days During the First Year, increasing according to Mexican labor law

✨ Professional development opportunities within a global technology organization

Location

? Zapopan, Jalisco, Mexico

Why HCLTech?

At HCLTech, we believe our people are our greatest strength. You'll have the opportunity to work in a diverse, collaborative, and innovative environment where your contributions create meaningful impact for global clients and their end users.

? Ready to grow your career with a global technology leader? Apply today and become part of HCLTech's success story.

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📌 Service Desk AnalystEnglish & Spanish (Guadalajara)
🏢 HCLTech
📍 Guadalajara