Remoto: Teletrabajo

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 ResponsibilitiesProvide first-level contact and convey resolutions to customer issues.Properly escape unresolved queries to the next level of supportTrack, route, and redirect problems to the correct resources.Update customer data and produce activity reports.Walk customers through the problem-solving process.Follow up with customers, provide feedback, and see problems through to resolution.Utilize excellent customer service skills and exceed customers' expectations.Ensure proper recording, documentation, and closure.Recommend procedure modifications or improvements.Preserve and grow your knowledge of Service Desk procedures, products, and services.Availability RequirementsCandidates must be fully adaptable and available to support the following operating hours:Monday-Friday: 7:00 AM - 7:30 PM CSTSaturday: 6:00 AM - 6:30 PM CSTSunday: 6:00 AM - 5:30 PM CSTCompensation$6.50 USD per hourPaid weekly in arrearsIndependent ContractTechnical Requirements (Non-Negotiable)Stable wired fibre Ethernet internet connection (Wi-Fi-only connections are not accepted)Backup power solution,



such as a UPS or inverterProfessional wired USB headset with microphoneA dual monitor setup is preferred for productivity and workflow managementHiring ProcessResume ReviewPre-Screen QuestionnaireOne-Way Video InterviewPre-Screen InterviewFinal InterviewRequired Experience & QualificationsHigh school diploma or GED equivalent in Science, Information Technology, or related professional work experience in IT or Desktop SupportMinimum of 2 years of experience working in an End User Services capacityAbility to maintain composure and customer focus while troubleshooting and solving technical issues.Ability to prioritize and multi-task in a fast-paced environment.Ability to work successfully as part of a team.Ability to work a flexible schedule inclusive of holidays and weekends.Proficiency in English, both spoken and written.Basic skills related to hardware, software, and user provisioning/administration.Basic troubleshooting and problem-solving skillsProficiency in managing both Windows and iOS environments.Working knowledge of managing common infrastructure technologies and tools (Meraki, O365, Azure AD, Workspace One, Bomgar)Working knowledge of Service Desk software (ServiceNow)Understanding of ITIL and Service Management practicesAbility to communicate effectively, both written and verbally, with technical teams, business partners, and end usersAbility to coordinate and prioritize multiple tasks simultaneously while maintaining attention to detail and quality.Preferred ExperienceExperience working in a help desk or customer support environment.Experience working with computer networks & internet software.Resumes must be submitted in English.#J-18808-Ljbffr

📌 Remote IT Service Desk Analyst (Ciudad de México)
🏢 Resolv.Global
📍 Ciudad de México