Key Responsibilities Incident and Service Request Management Receive, log, categorize, prioritize, and manage incidents and service requests through approved contact channels. Provide first-line support for standard end-user issues, including: Access and password-related issues Application support Hardware troubleshooting Software issues Connectivity and network access issues General IT support requests Make an initial determination of potential resolution based on symptoms, known errors, knowledge articles, and available diagnostic information. Resolve tickets at first contact where possible using approved tools, processes, scripts, and knowledge base articles. Escalate incidents and service requests to Level 2 or appropriate resolver groups when resolution is outside Level 1 scope. Track assigned tickets through to closure and ensure users are updated in accordance with agreed procedures and service levels.



Relate new incidents to existing incidents, known errors, outages, or major incidents where applicable. Customer Support and Communication Act as the single point of contact for users requiring IT support. Answer user calls professionally and manage interactions through to resolution or proper handoff. Communicate clearly and professionally with users through phone, chat, email, or ticketing channels. Keep end users informed of ticket status, progress, next steps, and expected resolution timelines. Obtain user confirmation, where required, before resolving or closing tickets. Handle VIP and high-priority tickets with urgency, professionalism, and appropriate escalation. #J-18808-Ljbffr

📌 Workplace engineering track associate (Ciudad de México)
🏢 HEXAWARE TECHNOLOGIES
📍 Ciudad de México