• Real-time Technical Assistance: Provide real-time technical support for common technical issues, account access, and basic troubleshooting to end users across devices.
• Incident Management: Accurately capture, categorize, and log incidents within the ServiceNow ticketing system, ensuring compliance with agreed service level targets.
• Escalation Protocols: Promptly escalate unresolved or complex issues to next level in accordance with established escalation protocols.
• User Experience: Deliver a professional and consistent user experience by adhering to approved scripts, knowledge base articles, and quality standards.
• Knowledge Contribution: Actively contribute to the improvement of existing scripts and knowledge base articles to enhance service efficiency.
• Operational Coverage: Maintain operational coverage as defined in the Hours of Coverage section,



ensuring continuity of service during agreed support windows and implementing real-time operational adjustments based on volume forecasts and peak demand.
• Procedures Manual: Develop and appropriately update and maintain a Procedures Manual, subject to client’s approval. Implement necessary changes or additions to the Procedures Manual identified by client that it deems appropriate.
• Primary responsibilitiesKey attributes/skillsScope & autonomyProvide floor support; improve KB/scripts; validate escalations; coach L1 analysts; support Procedures Manual updates.
• Deep process knowledge; coaching skills; documentation and KB authoring proficiency.
• Guides team; approves justified deviations from scripts; recommends SOP updates.

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📌 Help Desk (Ciudad de México)
🏢 Bull-It Solutions
📍 Ciudad de México