Overview
Recruiter - Lorena Padilla
Position reports to: Ervina G. Scales
Work schedule: Hybrid, going to the office in GDL for 3 days
POSITION SUMMARY STATEMENT:
The Service Desk Agent II is responsible for providing technical advice and guidance to IT users, employing a high degree of customer service, technical expertise, incident resolution, and timeliness.
DETAILED RESPONSIBILITIES/DUTIES:
Level II• Provides service desk support to all Herbalife Nutrition employees• Provides 1st and 2nd level technical assistance and support for incoming queries and issues related to computer systems, software, and hardware• Monitors tickets assigned to the queue and process first-in first-out based on priority and redirect issues to correct resource• Applies business/technical support concepts to perform Tier 1 and 2 technical support and escalate issues requiring upper 2nd or 3rd level support• Utilizes and maintains the service management tracking software• Manages follow-ups and hand-offs on behalf of the user• Provides technical support, including deploying,



configuring and desktop PC's, laptops, peripherals, mobile devices, and software; troubleshooting & resolving hardware, software, connectivity, and other technical problems including documenting steps taken and status in service management tracking systems, following up with end users to ensure the issue has been resolved• Installs, modifies, and repairs computer hardware and software
Job Qualifications
Skills Required:• Good communication skills • Strong documentation skills (e.g., for ticket escalation)• Strong problem solving / troubleshooting skills• Solid understanding of IT concepts/practices and comprehensive knowledge of personal computers• Familiarity with remote tool, Windows based enterprise environment• Solid understanding of ITIL and Service Management Principles
Experience Level II: • 3+ years experience in Service / Held desk or related field
Education Required: • Bachelor's in Information Technology or

📌 Service Desk Analyst II (México)
🏢 Herbalife
📍 México