Service Desk Level 1 Analyst
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Job Description
Service Desk Level 1 Analyst providing first-level IT support for DYOPATH users in Mexico. Troubleshooting devices, software, networks, and service desk requests remotely.
Responsibilities:
- Respond to incoming phone calls, emails, and chat messages requesting technical support
- Log all service desk interactions in the ticketing system
- Provide first-level support for desktop, laptop, printer, mobile device, software, and basic network issues
- Resolve technical issues when possible and escalate when necessary
- Ensure timely and accurate resolution of all service desk requests
- Conduct follow-up with customers or employees to ensure satisfaction
- Continuously improve technical skills through training, certifications, and self-directed learning
- Participate in special projects as assigned
- Serve as the front line of support, helping users resolve issues quickly and building technical expertise
Requirements:
- High school diploma or equivalent required
- Associate or bachelor’s degree in computer science or related field preferred
- Relevant certifications (or pursuing): HDI Support Center Analyst (HDI‑SCA), ITIL Foundation, Microsoft 365 Certified: Fundamentals, CompTIA A+
- 1–2 years of experience in a technical support role, preferably in a service desk environment
- Strong customer service skills with the ability to explain technical information to non‑technical users
- Proficiency with Microsoft Office, Windows operating systems, and basic network troubleshooting
- Knowledge of ITIL or similar frameworks is a plus
- Ability to work independently and as part of a team
- Excellent problem‑solving and analytical abilities
- Ability to manage multiple tasks and prioritize effectively
- English proficiency (speaking, reading & writing) required
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 opportunities
- Collaborative, upbeat environment where achievements are celebrated
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