Analista Jr. Service Desk
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Job Description
Analista Jr. de Service Desk providing first level support to users, managing tickets with focus on user satisfaction. The company specializes in Information Technology in Mexico.
Responsibilities:
- Ser el único punto de contacto para los usuarios ante fallas o necesidades relacionadas con TI, gestionando de inicio a fin los tickets (incidentes y requerimientos), proporcionando soporte técnico de primer nivel con calidad, sentido de urgencia y enfoque en la satisfacción del usuario.
- Atender usuarios a través de los canales establecidos (teléfono, correo, sistema de tickets).
- Registrar, clasificar y dar seguimiento a tickets de inicio a fin.
- Realizar diagnóstico y solución en primer nivel.
- Escalar incidentes cuando no estén dentro del alcance del primer nivel.
- Documentar correctamente cada interacción y proceso en la herramienta de tickets.
- Dar seguimiento al backlog y notificar alertas a responsables.
- Identificar incidentes recurrentes y proponer mejoras.
- Contribuir a la base de conocimiento (documentación y actualización de artículos).
- Mantener comunicación constante con segundo y tercer nivel de soporte.
Requirements:
- Carrera en Tecnologías de la Información o afín (trunca o concluida)
- Experiencia mínima de 1 año en Service Desk o soporte técnico
- Experiencia en atención y seguimiento de tickets
- Conocimiento del rol y responsabilidades de un Analista de Service Desk
- Deseable conocimiento en ITIL
- Soporte de primer nivel (hardware, software y periféricos)
- Conocimientos básicos de redes
- Gestión de cuentas de usuario
- Manejo de herramientas de tickets (ServiceNow, Jira, Service Desk Plus o similares)
- Diagnóstico y resolución de incidentes con supervisión limitada
- Documentación clara y completa en herramienta de tickets
- Seguimiento de backlog y escalamiento adecuado
- Tecnologías de acceso remoto y clientes web
Benefits:
- Sueldo mensual competitivo: $14,500.0 - $15,500.0 brutos al mes (según experiencia)
- Bono trimestral: $3,000.0 (se comenta en entrevista)
- Ayuda de comedor: $1,400.0
- Prestaciones de ley desde el primer día
- Capacitación continua
- Oportunidades de desarrollo profesional.
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