? 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 D

📌 Service Desk Analyst (Guadalajara)
🏢 HCLTech
📍 Guadalajara