Service Desk Level 1 Analyst
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Job Description
Service Desk Level 1 Analyst providing first-line technical support for DYOPATH’s IT services in Mexico. Troubleshooting devices, software, networks, and user issues remotely.
Responsibilities:
- Serve as the first point of contact for technical support via phone, email, and chat
- Troubleshoot and resolve issues involving desktops, laptops, printers, mobile devices, software, and networks
- Log all interactions in the ticketing system and escalate when needed
- Ensure timely and accurate issue resolution while delivering exceptional customer service
- Follow up with users to confirm satisfaction
- Pursue training, certifications, and ongoing learning
- Participate in special projects that enhance service delivery
Requirements:
- High school diploma or equivalent required
- Associate or bachelor’s degree in computer science or related field preferred
- Professional certifications, or working toward them: HDI Support Center Analyst (HDI-SCA), ITIL Foundation, Microsoft 365 Certified: Fundamentals
- 1–2 years in a technical support role, preferably in a service desk environment
- Strong customer service skills and ability to explain technical solutions clearly
- Proficiency in Windows OS and Microsoft Office suite
- Basic network troubleshooting
- Familiarity with ITIL or similar service frameworks a plus
- Ability to work independently and collaboratively
- Excellent problem-solving and multitasking skills
- Must be located in Mexico
Benefits:
- Savings / Monthly 13% cap
- Pantry Vouchers 9% deposited every month
- Christmas Bonus: 25 days of your daily income
- Vacations - 12 days after the first year
- Anniversary Bonus - 10 days of base salary
- Vacation Premium – 40% first year
- Major Medical Insurance covers you and your immediate family
- Life Insurance
- Quarterly Bonus
- Marriage or Bereavement Time off
- Maternity/Paternity Time off
- Ergonomic Chair
- 250 pesos monthly stipend for internet and electricity
- Certifications and career development paths
- Training and ongoing learning opportunities
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