We are currently seeking a customer-focused and technically skilled Service Desk Analyst to join a fast-paced support environment serving end users across multiple service areas.
This role is ideal for someone with prior IT support or Service Desk experience who enjoys troubleshooting technical issues, helping users, and working in a structured support environment.
The successful candidate must be comfortable supporting users across a wide operating schedule and working in a performance-driven remote environment.
Key Responsibilities
- Provide first-level technical support to end users
- Troubleshoot and resolve basic hardware, software, and access-related issues
- Escalate unresolved issues to the appropriate support teams
- Track, document, and manage incidents accurately
- Guide users through troubleshooting steps and issue resolution
- Follow up with users to ensure issues are fully resolved
- Maintain high-quality customer service standards
- Support ticket documentation, routing, and closure processes
- Recommend process improvements where appropriate
- Maintain knowledge of Service Desk procedures, systems, and tools
Availability Requirements
Candidates must be fully adaptable and available to support the following operating hours:
- Monday-Friday: 7:00 AM - 7:30 PM CST
- Saturday: 6:00 AM - 6:30 PM CST
- Sunday: 6:00 AM - 5:30 PM CST
Please only apply if you are able to support rotating schedules within these operating hours, including weekends and holidays, where required.
Compensation
- $6.50 USD per hour
- Paid weekly in arrears
- Independent Contract
Technical Requirements (Non-Negotiable)
To be considered for this role, candidates must have the following:
- Stable wired fibre Ethernet internet connection (Wi-Fi only connections are not accepted)
- Backup power solution, such as a UPS or inverter
- Professional headset with microphone
- A dual monitor setup is preferred for productivity and workflow management
Hiring Process
Our hiring process incl
📌 Remote IT Service Desk Analyst (Monterrey)
🏢 Resolv.Global
📍 Monterrey
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