service desk
hace 6 días
Provide hardware, software, and network problem diagnosis and resolution via phone, email, chat, and remote desktop support.
Route and escalate issues to internal Level 2 and Level 3 support teams as required.
Coordinate and manage relationships with external vendors and service providers for problem resolution.
Use the Incident Management System to log, track, and resolve incidents and service requests.
Provide Level 1 remote desktop support in accordance with established SOPs.
Escalate complex or unresolved issues to appropriate support specialists.
Support the evaluation, installation, configuration, and setup of PC-based applications, including:
Word processors
Database management systems
Troubleshoot client software and basic network connectivity issues.
Conduct limited end-user training and assist with the creation of training materials or procedures.
Participate in ongoing training and departmental development activities.
Perform routine maintenance updates in collaboration with IT teams and business units.
Develop and maintain documentation, including standards, configurations, process flows, and diagrams.
Experience in IT Help Desk, Desktop Support, or Technical Support roles
Strong troubleshooting skills across hardware, software, and basic networking
Excellent communication and customer service skills
Experience supporting Windows-based systems and common enterprise applications
Experience working with vendors and third-party support providers
ITIL knowledge or certification
Exposure to enterprise IT environments
Opportunity to work in a collaborative, growth-oriented IT environment
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Bellavista, México HCLTech A tiempo completoAndares ZoneKey ResponsibilitiesProvide hardware, software, and network problem diagnosis and resolution via phone, email, chat, and remote desktop support.Respond to and manage tickets, calls, and instant messages, ensuring proper documentation and timely closure.Route and escalate issues to internal Level 2 and Level 3 support teams as required.Coordinate...
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Bellavista, México HCLTech A tiempo completoAndares Zone Key Responsibilities - Provide hardware, software, and network problem diagnosis and resolution via phone, email, chat, and remote desktop support. - Respond to and manage tickets, calls, and instant messages, ensuring proper documentation and timely closure. - Route and escalate issues to internal Level 2 and Level 3 support teams as...
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Guadalajara, Jal., México HCLTech A tiempo completoAbout the job HCLTech is a global technology company, home to more than 218,000 people across 59 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial...
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Guadalajara, Jal., México HCLTech A tiempo completoAbout the job HCLTech is a global technology company, home to more than 218,000 people across 59 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial...
