job in Mexico City

IT Service Desk Analyst

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Waters Corporation

Mexico City, CDMX, Mexico

Apply on Waters Careers - ICIMS

21 hours ago

Full–time

Overview Waters, the world's leading specialty measurement company that cares about inclusion and diversity is seeking for an IT Service Desk and Desktop Analyst to support the very successful growth of our businesses across the Americas region. Waters deliver benefits through innovation and people that enable customer success in the life, materials and food sciences. People create the Waters difference. By engaging with our talented and diverse workforce we continuously evolve, develop and improve our products. We believe in delivering innovative technology and system solutions to our valued customers to enable their success. The IT Service Desk Delivery Analyst will be part of a integral Service Desk team responsible for the delivery of a high-quality support experience for Waters employees in the region. This position will be based out of our Mexico City, MX location.



This individual is responsible for taking initial calls, creating tickets, providing support for company provided IT devices and applications, troubleshooting and resolving employees' end user computing issues, and referring requests to other global support personnel as needed. The individual will provide a point of contact for employees while adhering to documented support procedures, following up on requests to make sure their customers are satisfied, and making recommendations to Management to help make the support process more streamlined. At all times, they must provide an excellent customer-service experience for users and resolve support tickets in a timely manner. Responsibilities

Troubleshooting of end user computing issues (hardware and software) and service requests via ticketing system, phone, e-mail, chat, etc.
Perform potentially complex hands-on fixes at the desktop and mobile device level, including installing and upgrading softwar

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