The Service Desk Analyst helps resolve user issues with computer hardware and software for internal colleagues. They provide exceptional standards of support to all internal customers and support a variety of assets, products, services, and platforms, acting as a single point of contact for all IT incidents and service requests. Using excellent problem solving and analysis skills they can determine the full scope of the user’s issue and how to resolve it. Exceptional standards of customer service achieved by acting in a proactive manner with strong commercial awareness. The Service Desk Analyst can work independently and as part of their team to ensure that all performance targets are adhered to. Resolutions are provided effectively, in a timely manner and with proactive communication to ensure customer satisfaction.

Reports to: Service Desk Lead – Americas

Office location: This hybrid position is based in our Mexico City office, located in the Santa Fe area, 3 days per week.

Coverage expectation: Full-time local Service Desk coverage in the Mexico City office (40 hours/week).



This role will support the local Mexico City office in Spanish while also collaborating with regional/integral teams where English is the primary working language.

Core Responsibilities
- Incident & Service Request Management: Responding to requests and meeting SLAs.
- Asset Management & Configuration: Maintain the Asset Register for tracking, logging and correcting information to protect the organisation’s software and hardware assets & components.
- Continual Improvement: Adopt & engage with agreed processes and new process improvements. Feed into process efficiency and common ways in which processes are improved and optimised. Spot or identify obvious issues with current processes for improvements.
- Customer Service Management: Resolve user requests & support tickets. Empathise with the end user and have a strong commercial awareness. Use customer‑focused metrics to achieve a satisfactor

📌 Service Desk Analyst (Ciudad de México)
🏢 Euromonitor
📍 Ciudad de México