HCLTech is a general technology company, home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending September 2024 totaled $13.7 billion.

Working Model: 100% Onsite, 2 days off per week, rotational shift, 24/7 operation.

Required English Proficiency Level: C1, please share your resume in English

Location: Zapopan

We are looking for a Service Desk Agent

:

Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat or videocall for customer’s end users Classify Service Calls according to the specified options.

Route problems to internal 2nd and 3rd level IT support staff using knowledge base articles.





Coordinate with level 2 and 3 and support staff that provide hardware / software / network problem resolution.

Skills:

2-3 years of experience in similar role

High school certificate

Customer-focused

Time availability is required.

Thorough knowledge of troubleshooting remote access issues

Excellent communication skills, (active listening skills)

Able to articulate and speak with clear voice

Must have empathy with end users

Good writing techniques (English)

Good phone techniques (English)

Experience with: Citrix, ServiceNow, Active Directory and connections to VPNs

What we offer:

- Life insurance
- Major Medical Expenses Insurance (extends to spouse and children under 25 years of age, if applicable).
- Minor Medical Expense Insurance.
- Savings Fund 13% (up to MXN $4,400 monthly)
- Food vouchers 10% (up to MXN $3,400 monthly)
- 30 days bonus
- 12 days of vacation in the first year, increasing by 2 as dictated by law.

For latest updates, follow our page: https://mx.linkedin.com/showcase/hcltech-mexico/

📌 Service Desk Agent (Zapopan)
🏢 HCLTech
📍 Zapopan