Job Description:

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- Job Title: SERVICE DESK
- City: Guadalajara
- State/Province: Jalisco
- Posting Start Date: 2/27/26
- Job Description:
We are currently looking for a Trinilgual Service Desk Analyst.

Requirements:
- English proficiency (mandatory)
Portuguse or french fluent:
- Experience or knowledge in IT troubleshooting:
- Availability for a 24/7 onsite positionin Guadalajara (Camino al ITESO)

Experience / Skills:
- Customer Service skills
- Helpdesk experience
- Troubleshooting
- Technical skills

͏:
Do:
- To support the service desk agents in prompt delivery & customer service
- Advise and collaborate with the agents on current issues and works toward the resolution of tickets
- Manage and coordinate escalated work orders from the ServiceDesk team that requires additional troubleshooting and follow-up
- Coordinate with other IT teams as appropriate for closure of any escalated ticket
- Act as a liaison between Service Desk and other teams to ensure effective communication between teams




- To provide liaison and governance at both internal & client levels
- Undertake a weekly review of the First Line Service Desk call queues to ensure no unauthorized changes & mitigation of escalations
- Measure and report on service delivery performance metrics including customer satisfaction surveys and the incident tickets
- Lead in the development of good customer service practices across the service desk
- Produce statistics and management reports of the service desk to client & management
- Communicate all process related changes and technical updates to the team within specific timelines to ensure adherence to service desk guidelines
- Capacity planning and capability development
- Conduct capacity planning exercise to provide number of agents, skill levels to meet the Account Service Desk process fulfilment
- Conduct shift planning to meet the service requirements of the client as per SLAs agreed
- Perform briefings to Service Desk agents on changes or deployments t

📌 Service Desk (Guadalajara)
🏢 Wipro
📍 Guadalajara