At Kelly, we are dedicated to connecting talent with meaningful career opportunities that enrich people's lives, while helping organizations grow through talented individuals who drive innovation and business success. With 80 years of global experience and 30 years of presence in Mexico, we are leaders in specialized outsourcing solutions for human resources, operational, and administrative processes.

Service Desk L1 - Office 365

Location: Av. Santa Fe 50, Santa Fe, Zedec Sta. Fe, Álvaro Obregón, Mexico City (CDMX)

Employment Type: Direct employment with Kelly

Schedule: Monday through Thursday: 9:00 AM to 6:30 PM Friday: 9:00 AM to 3:00 PM

Work Model: Hybrid

Key Responsibilities

- Manage and follow up on incidents through ticketing systems.
- Provide user support through various communication channels, including phone, email, chat, and help desk platforms.
- Diagnose, analyze, and resolve technical issues related to software, hardware, and computer equipment.
- Configure, install, and update applications and technology devices.
- Escalate and coordinate complex incidents with regional and integral specialized teams until resolution.
- Monitor ticket status to ensure compliance with response and resolution timeframes.
- Document incidents, solutions,



and procedures to create and maintain knowledge base articles.
- Provide ongoing follow-up with users to ensure proper issue resolution and customer satisfaction.

Requirements

- Bachelor's Degree or Engineering Degree in Information Systems, Computer Science, or a related field (completed degree or higher technical education).
- Minimum of 1 year of relevant experience.
- Proficiency with Microsoft 365
- Strong willingness and aptitude to learn Artificial Intelligence applications and tools.
- Preventive and corrective support for computer and telecommunications equipment, including hardware repair and component replacement.
- Experience using incident management and ticketing tools.
- Minimum 70% conversational English proficiency.
- Basic telecommunications knowledge.
- Understanding of ITIL procedures and Service Delivery processes.
- Experience working with ticketing systems.

What We Offer

- Gross monthly salary of MXN $20,000, negotiable based on experience.
- Benefits required by Mexican labor law from day one.
- Life insurance.
- Monthly grocery vouchers worth MXN $1,100.
- VRIM medical assistance membership.

Ready to Take the Next Step in Your Career?

Join Kelly and discover what you can achieve.

📌 Service DeskOffice 365 (Ciudad de México)
🏢 Kelly México
📍 Ciudad de México