A Service Desk is a primary IT service within the discipline of IT service management (ITSM) as defined by the Information Technology Infrastructure Library (ITIL). It is intended to provide a Single Point of Contact ("SPOC") to meet the communication needs of both Users and IT employees.
- Analyze and address reported incidents and escalate all issues to the relevant areas.
- Give the follow up to solve incidents.
- Schedule and escalate incidents to support the different areas.
- Management and coordination of customer service activities.
- Additional functions, tasks and / or projects required by the Administration.
- Bachelor’s degree in Computer Science, Information Technology, Software Engineering or related.
- Advanced English skills (will be evaluated in interviews)
- Time availability to work on shifting schedules.
- A general knowledge of IT systems and infrastructure with an ability to learn new tools/areas quickly.
- Good attention to detail with a methodical and thorough approach to work.
- Ability to stay calm under pressure.
- Highly organized with excellent communication skills.
- Good analytical and troubleshooting skills are required.




- General knowledge of Windows Server.
- Open communication style / Good listener.
- Team focused.
- Great time management and ability to priorities multiple responsibilities.
- Good written and verbal presentation skills.
- Ability to provide Level 1 IT support.
- Strong knowledge of Microsoft based operating systems and suites.
- Strong communication skills (oral and written) and professional telephone manners.
- Well organized and able to excel in a fast paced dynamic environment.
- Versátil hours and support outside office hours in special situations/ Rotating Shifts/ Weekend support when the rotation shift required.
GM Financial is an Equal Opportunity Employer and is committed to diversity and inclusion at every level of our organization. We do not discriminate against any applicant or employee based on race, color, age, gender, marital status, national origin, religion, sexual orientation, gender identity, gender expression, veteran status, disability, or any other that undermines human dignity and aims to nullify or impair people´s rights and freedoms.

📌 Service Desk Analyst (Monterrey)
🏢 Gm Financial
📍 Monterrey