Service Desk Analyst

hace 2 semanas

Ciudad de México, Ciudad de México Hitachids A tiempo completo

We're Hitachi Digital Services, a global digital solutions and transformation business with a bold vision of our world's potential. We're people-centric and here to power good. Every day, we future-proof urban spaces, conserve natural resources, protect rainforests, and save lives. This is a world where innovation, technology, and deep expertise come together to take our company and customers from what's now to what's next. We make it happen through the power of acceleration.

Imagine the sheer breadth of talent it takes to bring a better tomorrow closer to today. We don't expect you to 'fit' every requirement – your life experience, character, perspective, and passion for achieving great things in the world are equally as important to us.

The team

We are seeking a Service Desk Analyst with 6 to 8 years of experience in technical support and customer service. The ideal candidate should have experience in ServiceNow, Genesys, and Beyond Trust (Bomgar). You will be responsible for assisting with software installations and updates, ensuring systems are up-to-date and secure.

What you will bring:

  • Excellent communication and customer service skills to support Global customers.
  • Serve as the initial point of contact for technical support requests via phone, email, and support tickets.
  • Collaborate with team peers to provide best-in-class customer service for aligned tasks.
  • Provide first-line support for a variety of IT issues including hardware, software, network, and application-related problems.
  • Escalate complex or unresolved issues to the appropriate L2 or L3 support teams, following internal procedures.
  • Experience with tools like ServiceNow, Genesys, and Beyond Trust (Bomgar).
  • Diagnose and resolve advanced IT-related issues - Software, O365, and Windows operating systems.
  • Assist with password resets, account lockouts, and other user account management tasks.
  • Document and track incidents and service requests in the ticketing system, ensuring accurate details and timely updates.
  • Monitor service desk queues and prioritize requests based on urgency and impact.
  • Install, configure, and maintain hardware devices such as desktops, laptops, printers, and mobile devices.
  • Assist with basic network troubleshooting, including connectivity issues, VPN access, and Wi-Fi problems.
  • Adhere to company policies and procedures, ensuring compliance with IT security and privacy standards.

About us

We're a global team of innovators. Together, we harness engineering excellence and passion to co-create meaningful solutions to complex challenges. We turn organizations into data-driven leaders that can make a positive impact on their industries and society. If you believe that innovation can bring a better tomorrow closer to today, this is the place for you.

Championing diversity, equity, and inclusion

Diversity, equity, and inclusion (DEI) are integral to our culture and identity. Diverse thinking, a commitment to allyship, and a culture of empowerment help us achieve powerful results. We want you to be you, with all the ideas, lived experience, and fresh perspective that brings. We support your uniqueness and encourage people from all backgrounds to apply and realize their full potential as part of our team.

How we look after you

We help take care of your today and tomorrow with industry-leading benefits, support, and services that look after your holistic health and wellbeing. We're also champions of life balance and offer flexible arrangements that work for you (role and location dependent). We're always looking for new ways of working that bring out our best, which leads to unexpected ideas. So here, you'll experience a sense of belonging, and discover autonomy, freedom, and ownership as you work alongside talented people you enjoy sharing knowledge with.

We're proud to say we're an equal opportunity employer and welcome all applicants for employment without attention to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran, age, disability status or any other protected characteristic. Should you need reasonable accommodations during the recruitment process, please let us know so that we can do our best to set you up for success.

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