Job Description

The IT Service Desk Analyst will provide first and second line technical support to internal staff. The Analyst will work with applications and systems to perform analysis, diagnosis, and resolution of staff problems. Also, it will be responsible of duties including maintaining user records, preparing reports, and managing hardware inventories.

In this position your key responsibilities will be:
Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries
Receiving, logging and managing calls from internal staff via telephone, Self Service Portal and email
Maintaining an Asset Database and track changes
1st and 2nd line support - troubleshooting of IT related problems from in-house software to hardware, such as Smartphones, Laptops, PCs and Printers
Troubleshoot basic network issues
Escalate unresolved calls to the infrastructure support team
Log all calls in the Service Desk Call Logging system (Service Now)
Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
To maintain a high degree of customer service for all support queries and adhere to all service management principles
What qualification should you have? The adecuado candidate will have the following profile:




Required qualifications:
2 years experience in an IT Service Desk and/or Call Centre required with strong communication skills
Incident Management experience – Managing incidents including business expectations and communication
Expertise in Microsoft 365 ecosystem (Exchange Online, Teams, SharePoint, OneDrive, Office)
Windows 11 and mobile device platforms
Endpoint management tools (Intune, SCCM) and processes
Identity and access management (Active Directory, Azure AD, MFA, SSO)
Familiar with remote working solutions from Citrix, Zscaler and Microsoft
Willingness to travel in Mexico and potential to other countries
English and Spanish language skills. Portuguese is a plus
Available to work 100% on-site

Other qualifications:
An ITIL qualification is preferable but not essential
What do we offer?
A dynamic, international and challenging work environment
Training and support to reach your full potential including the opportunity for continuous professional development
Attractive terms and conditions, including competitive salary, pension package and a range of flexible benefits and rewards
Challenging tasks with individual development and training opportunities
Salary range $20,000-$25,000 mxn

📌 IT Service Desk Analyst Mexico, Cdmx (Ciudad de México)
🏢 Atradius
📍 Ciudad de México