The IT Service Desk Agent is responsible for providing exceptional technical support to end-users, ensuring prompt resolution of IT-related issues, and maintaining the overall health of IT systems. The role involves collaborating with cross-functional teams, diagnosing technical problems, and offering hands-on and remote support to ensure optimal functionality for end-users.

Key Responsibilities:

- Ticket Management:Continuously monitor and create service desk tickets from incoming phone calls, emails, and voicemails, ensuring all issues are logged, tracked, and resolved in a timely manner.
- Issue Documentation:Use Jira Help Desk software to log, document, and manage all service requests and incidents, ensuring accurate record-keeping and reporting.
- Troubleshooting and Escalation:Follow predefined scripts and troubleshooting protocols to resolve issues and elevate complex incidents to IT Level 2 or Level 3 support teams when necessary.
- End-User Support:Provide effective, one-on-one support to end-users, both over the phone and in person, ensuring clear communication and customer satisfaction.
- System Monitoring:Regularly monitor IT systems and network performance, identifying potential issues before they impact end-users.
- Hardware Support:Perform routine maintenance, troubleshooting, and repair on desktop and laptop hardware. This includes diagnosing and replacing faulty components.
- Software Installation and Updates:Assist with the installation, configuration, and updating of software applications, ensuring all systems are up to date and secure.
- Team Collaboration:Actively participate in team meetings,



providing feedback on recurring issues and assisting with the development of process improvements.
- Documentation and Knowledge Base Management:Contribute to creating and updating internal knowledge base articles and documentation for both users and support staff.
- Customer Service:Demonstrate a strong focus on customer service by responding to user inquiries promptly, clearly, and professionally, while ensuring a positive user experience.
- Onboarding/Offboarding Support:Assist with IT-related onboarding and offboarding processes for new and departing employees, including system access, software provisioning, and hardware setup or return.
- Remote and On-Site Support:Provide both remote and on-site technical support, demonstrating flexibility to meet the diverse needs of the organization.
- Continuous Learning:Stay updated on the latest technology trends, best practices, and security protocols to provide top-notch support and contribute to the overall success of the IT department.

Qualifications & Skills:

- Technical Knowledge:Strong understanding of desktop operating systems (Windows), including troubleshooting and support for both hardware and software issues.
- Web & Application Proficiency:Familiarity with common browsers (e.g., Internet Explorer, Firefox, Chrome), email clients (e.g., Outlook), and essential applications,



including security tools and anti-virus programs.
- Communication Skills:Excellent verbal and written communication skills, with the ability to effectively articulate technical information to non-technical users.
- Problem-Solving:Strong analytical and diagnostic skills with the ability to think critically and resolve issues efficiently.
- Customer Service Focus:A commitment to providing exceptional customer service, ensuring user satisfaction, and demonstrating patience and professionalism in all interactions.
- Teamwork:Ability to work collaboratively in a team environment, sharing knowledge and assisting colleagues as needed.
- Attendance & Reliability:A reliable track record of high attendance (98% or more) and adherence to shift schedules.
- Flexibility:Willingness to travel within the city and work on weekends or after hours when required to support business needs.
- Disciplinary Record:Must have a clean disciplinary record with no written warnings.
- Experience (Optional):
- Previous experience in a help desk or IT support role, with a demonstrated ability to resolve technical issues efficiently.
- Experience with Jira Help Desk software or other ticketing systems.

What we offer:

- SEASONAL agreement for peak season. (6 months)
- Full-time $17,000 MXN monthly gross salary + Termination bonus.
- Law benefits since day one.
- Onsite.
- Full equipment provided.
- 100% paid training.
- Schedule window (8 am - 8 pm).
- 10-hour shift (8 am - 6 pm / 9 am - 7 pm/10 am - 8 pm).
- 1 hour Lunch - 2 breaks of 15 minutes each.
- Two days off (Fri-Sat).
- Total Pass.
- Only for CDMX and Edo. de Mex.

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📌 Bilingual IT Service Desk Agent (Jocotitlán)
🏢 Cscgeneration 2
📍 Jocotitlán