Service Desk Analyst
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Job Description
Bilingual Service Desk Analyst resolving L1 IT issues for Truelogic’s remote Mexico operations. Supporting users through phone, email, and chat while managing tickets and SLAs.
Responsibilities:
- Diagnose and resolve technical issues involving laptops, desktops, mobile devices, printers, and client applications via phone, email, and chat
- Deliver prompt L1 support for password resets, account access, and user how-to questions
- Log, prioritize by impact and urgency, track, and close support tickets according to SOPs
- Escalate complex or unresolved technical issues to higher-tier engineering teams with comprehensive documentation and troubleshooting notes
- Provide customer-focused support while maintaining professionalism under pressure
- Meet or exceed individual and team KPIs, service desk SLAs, and quality standards
Requirements:
- Minimum 1 year of experience in an IT Service Desk, Help Desk, or technical support role within a fully remote environment
- At least 1 year of professional customer service experience
- Fully fluent/advanced in both English and Spanish, written and spoken
- Solid practical knowledge in remote troubleshooting of hardware, peripherals, operating systems, and software
- Thorough ticket documentation skills
- Dedicated, distraction-free home office setup
- Reliable, high-speed internet connection suitable for VoIP calls and video conferencing
Benefits:
- 100% Remote Work
- Highly Competitive USD Pay
- Paid Time Off
- Work with Autonomy
- Opportunities to work with top American companies on innovative, high-impact projects
- Engagement activities and a culture supporting well-being and work-life balance
- Collaboration with a diverse, global network across 25+ countries
- Collaboration with senior, seasoned professionals
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