Why Compucom?

Compucom

Systems, Inc. provides end-to end IT managed services to enable the digital workplace for enterprise, midsize and small businesses. To enable our clients to focus on what matters most, we employ a customer-centric, hard-working, and talented group of people that Act Like an Owner, Do the Right Thing, and Have Fun Doing It!

The Service Desk Tech I coordinates, diagnoses and troubleshoots incoming employee calls. Provides support services to employees and clients with technical problems and information technology issues involving desktops, laptops or network services from local personnel or from employees using network remote access. Provides timely resolution of problems or escalation on behalf of customers to appropriate technical personnel.

Provides case status updates to management and end-users. Supports and maintains effective relationships with users. Develops, documents, and implements standard operating procedures and customer service guidelines relating to remote IT support.

Responsible for advising and assisting users in solving problems related to hardware, software, networks and peripherals using available technology.

Essential Duties & Responsibilities

- Diagnoses and troubleshoots end user desktop application issues and provides appropriate solution Compliance to Quality Assurance evaluation (Calls, chats, email, self-service interactions and Tickets).
- Support end users in their use of applications such as Microsoft Office, ERP, CRM, VPN, Citrix, and MDM (mobile device management).
- Contact Handling calls, chats and emails.



Provides timely resolution of problems or escalation on behalf of the customer and ensures their satisfaction.
- Proper Documentation of tickets:
- Escalate complex tickets and ensure closure (follow up)
- Monitoring and following up on tickets in the ITSM platform
- Develops, documents, and implements standard operating procedures and customer service guidelines relating to remote IT support.
- Performs account management and maintenance for various applications and systems (e.g., creates or modifies user accounts and permissions, and performs password resets).

Education &

Experience Requirements

- Minimum level of education or education/experience: Associate's Degree or equivalent work experience
- Minimum years of work experience: 1 year in Service Desk
- Advanced French and English

On-Camera Video Interview Notice: Candidates selected to interview must participate in live, on-camera video interviews for identity verification and assessment purposes. Interviews will be recorded where permitted by law. Participation and consent to applicable recording requirements are required to continue in the hiring process. Failure to participate in required on-camera interviews may result in removal from further consideration for employment. On-Camera Video Interview Notice:

Candidates selected to interview must participate in live, on-camera video interviews for identity verification and assessment purposes. Interviews will be recorded where permitted by law. Participation and consent to applicable recording requirements are required to continue in the hiring process. Failure to participate in required on-camera interviews may result in removal from further consideration for employment.

📌 Service Desk Tech I Trilingual / French (Ciudad de México)
🏢 Compucom
📍 Ciudad de México