The Service Desk Analyst helps resolve user issues with computer hardware and software for internal colleagues. They provide exceptional standards of support to all internal customers and support a variety of assets, products, services, and platforms, acting as a single point of contact for all IT incidents and service requests. Using excellent problem solving and analysis skills they can determine the full scope of the user's issue and how to resolve it. Exceptional standards of customer service achieved by acting in a proactive manner with strong commercial awareness. The Service Desk Analyst can work independently and as part of their team to ensure that all performance targets are adhered to. Reports to: Service Desk Lead – Americas Office location:
This hybrid position is based in our Mexico City office, located in the Santa Fe area, 3 days per week.
Full-time local Service Desk coverage in the Mexico City office (40 hours/week).



This role will support the local Mexico City office in Spanish while also collaborating with regional/general teams where English is the primary working language.
Incident & Service Request Management Responding to requests and meeting SLAs Asset Management & Configuration: Maintain the Asset Register for tracking, logging and correcting information to protect the organisation's software and hardware assets & components. Customer Service Management: Resolves user requests & support tickets. Empathises with the end user and has a strong commercial awareness. Ownership & Initiative: Owns an issue through to mitigation or resolution, escalating if additional support is required.
Service Focus: Has a good understanding of our different Technical & Digital products and services to provide support to our end users.
ITIL Framework: Understands and has practical application of ITIL service management framework principles and processes and how they are applied in our environment.
Service Reporting: Foundational use of reports to understand Key P

📌 ICT Service Desk Analyst (Ciudad de México)
🏢 Euromonitor
📍 Ciudad de México