1+ yoe in Service desk | experience providing remote support for Laptops / Desktops / LAN Issues / Application support/ Small Forms etc.

Mandatory requirement for experienced candidates:

- 12-18 months’ work experience in Service Desk/ Tech support process providing remote support for Laptops / Desktops / LAN Issues / Application support/ Small Forms etc.
- Intermediate knowledge of T/S Small Forms (iOS, Andrioid, Windows)
- Intermediate knowledge of T/S OS (Windows XP-10), Browsers, MS Office suite, of O365, Messaging, Outlook 2013-19, Skype for Business, Microsoft Teams, SharePoint and OneDrive for Business
- Experience of working within a busy ICT Service Desk environment, showing experience of systems, support, diagnostic and resolution.
- Intermediate knowledge of Registry Fix, Patch upgrades, Virus T/S, Security, Encryptions
- Intermediate knowledge of Network collaborations & VPN T/S, TCP/IP, OSI, Network devices and carriers.
- Basic networking knowledge

• To improve user confidence in the user of computer software, being empathetic to a variety of new and experienced learners needs.
- Help to implement and improve processes and procedures within the team allowing strong service focused deliverables.
- Actively troubleshoot to identify, assess, record, resolve and / or escalate incidents and service requests ensuring they are handled within an agreed time limit,



within agreed processes and in a professional and customer sensitive manner.
- To participate in an on call rote, providing first line support service to users.

- To deliver a first line support service via the Service Desk, receiving incidents and service requests from various routes including telephone, intranet and e mail.
- Update incidents with detailed and relevant information in a timely and effective manner;
- Provide updates to customers with regards to specific incidents and manage a trouble ticket through to resolution;
- Escalate an incident or troubleshoot tickets according to the company escalation processes;
- Ensure Customer Service Level Agreements are met or exceeded;
- Respond to customer enquiries in a timely and efficient manner;
- Ensure appropriate documentation of the interaction on the customer’s account in the prescribed format
- Execute transactions as per prescribed guidelines and timelines
- Ensure customer/user confidentiality and data protection at all times.

Education and other requirement
- Experience (12-18 Months)
- Willingness to work in rotational shifts
- Experience of at least 12 – 18 months working within a busy ICT Service Desk environment, showing experience of systems, support, diagnostic and resolution.

• Understanding of ITIL working practices
- Problem solving associated with a mixed computing environment.

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