IT Service Desk Analyst

hace 2 semanas

Ciudad de México CDMX Marken A tiempo completo

Job Title: Service Desk Level 1 (L1) Technician

Job Description: A Service Desk Level 1 (L1) Technician plays a crucial role in providing technical support and assistance to end-users within an organization. The primary responsibility of an L1 Technician is to resolve basic technical issues and provide timely and effective solutions to ensure mínimal disruption to the organization's operations.

HOURS WILL VARY - SHIFT BASED

Duties and Responsibilities:

- Incident Logging: Accurately log and categorize incidents and service requests in a ticketing system, SERVICE NOW, ensuring all relevant information is captured.
- Issue Triage: Assess and prioritize incidents and service requests based on their impact and urgency, escalating critical issues to higher-level support teams when necessary.
- Basic Troubleshooting: Provide basic technical support and troubleshooting assistance for common hardware and software issues, including password resets, software installations, and printer problems.
- Aim to provide FCR (First contact resolution) and SDR (same day resolution while adhering to SLAs.
- Documentation: Maintain accurate records of incidents, solutions provided, and frequently encountered issues, contributing to a knowledge base for future reference. Write KBAs
- Keep virtual stock rooms up to date and make sure assets are properly managed and deployed.
- Remote Support: Offer remote assistance to end-users by using remote desktop tools to troubleshoot and resolve issues.
- Hardware Support: Diagnose and assist with hardware-related problems, such as connectivity issues, peripheral malfunctions, and hardware replacements.
- Security Awareness: Promote and enforce IT security policies and procedures, educating end-users about best practices to minimize security risks.
- Communication: Maintain clear and effective communication with end-users, keeping them informed about the status of their incidents and service requests. Must be able to read and write English with proficiency.
- Team Collaboration: Collaborate with other support teams (L2, L3) and departments to ensure seamless problem resolution and maintain a high level of customer satisfaction.
- Continuous Improvement: Suggest improvements to existing processes and procedures to enhance the efficiency and effectiveness of the Service Desk.
- Work hours and days off per local office rules but will report directly to Global Service Desk Manager for responsibilities as defined

Requirements:

- High school diploma or equivalent; additional technical certifications or relevant coursework is a plus.
- Strong problem-solving skills and the ability to work under pressure.
- Excellent communication and customer service skills.
- Familiarity with common operating systems (e.g., Windows, macOS) and office productivity software.
- Basic knowledge of networking concepts and hardware components.
- Ability to adapt to new technologies and learn quickly.
- ITIL Foundation certification is a plus but not mandatory.
- Service Now knowledge is a must
- Intune - basic knowledge
- MFA -Some Experience
- Azure (Entra ID) - Basic Knowledge
- PIM (Concept)
- Office 365 - Exchange, Sharepoint (Some knowledge preferred)
- Teams Admin / Teams Phones (required)
- Mimecast and Crowdstrike (optional)

  • Service Desk Analyst

    hace 3 semanas

    Ciudad de México, Ciudad de México Wyndham Destinations A tiempo completo

    Global Service Desk AnalystWe're shaping the future of leisure travel by creating new possibilities for vacationers. As a Global Service Desk Analyst, you'll play a key role in delivering exceptional customer experiences for millions of travelers worldwide.Key Responsibilities:Provide 24/7/365 L1 support to internal T+L staff through phone, email,...

  • Service Desk Analyst

    hace 4 semanas

    Ciudad de México, Ciudad de México Wyndham Destinations A tiempo completo

    Service Desk AnalystWe're seeking a highly skilled Service Desk Analyst to join our Global Service Desk Team. As a key member of our team, you will be responsible for providing exceptional customer service and technical support to our internal staff and business partners.Key Responsibilities:Provide 24/7/365 L1 support through various channels, including...

  • Service Desk Analyst

    hace 4 semanas

    Ciudad de México, Ciudad de México Travel + Leisure Co A tiempo completo

    Service Desk AnalystAt Travel + Leisure Co., we're shaping the future of leisure travel by creating new possibilities for vacationers. As a Service Desk Analyst, you'll play a critical role in delivering exceptional customer experiences for millions of travelers worldwide.Key Responsibilities:Provide 24/7/365 L1 support to internal T+L staff through phone,...

  • Service Desk Analyst

    hace 4 semanas

    Ciudad de México, Ciudad de México Wyndham Destinations A tiempo completo

    Service Desk AnalystWe're shaping the future of leisure travel by creating new possibilities for vacationers. As a Service Desk Analyst, you'll play a critical role in delivering exceptional customer experiences for millions of travelers worldwide.Key Responsibilities:Provide 24/7/365 L1 support to internal staff and business partnersManage all interactions...

  • Service Desk Analyst

    hace 3 semanas

    Ciudad de México, Ciudad de México Travel + Leisure Co A tiempo completo

    Service Desk AnalystAt Travel + Leisure Co., we're shaping the future of leisure travel by creating new possibilities for vacationers. As a Service Desk Analyst, you'll play a critical role in providing exceptional customer experiences for millions of travelers worldwide.Key Responsibilities:Provide 24/7/365 L1 support to internal T+L staff through phone,...

  • Junior Service Desk Analyst

    hace 1 mes

    Ciudad de México, Ciudad de México Wyndham Destinations A tiempo completo

    Job Summary:We are seeking a highly skilled and motivated Junior Service Desk Analyst to join our Global Service Desk Team at Wyndham Destinations. As a key member of our team, you will be responsible for providing exceptional customer service and technical support to our internal staff and business partners.Key Responsibilities:Provide Level 1 support...

  • Senior Service Desk Analyst

    hace 4 semanas

    Santiago de Querétaro, Querétaro de Arteaga, México Ball Corporation A tiempo completo

    Senior Service Desk AnalystAt Ball Corporation, we're committed to delivering exceptional customer service and support to our global customers. As a Senior Service Desk Analyst, you'll play a critical role in ensuring that our customers receive prompt and courteous assistance with their IT-related issues.Key Responsibilities:Collaborate with IT teams to...

  • Service Desk Analyst

    hace 3 semanas

    Ciudad de México, Ciudad de México Travel + Leisure Co. A tiempo completo

    Delivering Exceptional SupportAt Travel + Leisure Co., we're shaping the future of leisure travel by creating new possibilities for vacationers. As a Junior Service Desk Analyst, you'll play a vital role in providing 24/7/365 L1 support to our internal staff and business partners. Your tasks will include phone, email, self-service, and chat incident...

  • Service Desk Analyst

    hace 1 mes

    Ciudad de México, Ciudad de México Travel + Leisure Co A tiempo completo

    Job Summary:We are seeking a highly skilled and motivated Service Desk Analyst to join our Global Support Team at Travel + Leisure Co. As a key member of our team, you will be responsible for providing exceptional customer service and technical support to our internal staff and business partners.Key Responsibilities:Provide 24/7/365 Level 1 support to...

  • IT Help Desk

    hace 4 meses

    Ciudad de México Flexis A tiempo completo

    **Job description** IT Help Desk Analyst will report to the Service Delivery Manager and provide remote technical guidance, assistance, coordination and follow-up on customer questions, problems or malfunctions of all PC, MAC-related, Office 365, Network issues with a goal of first contact resolution. 1+ years of experience working for a Managed Service...

  • Service Desk Analyst

    hace 1 semana

    Ciudad de México, Ciudad de México Wyndham Destinations A tiempo completo

    Unlock the Power of Exceptional Customer ServiceAt Travel + Leisure Co., we're shaping the future of leisure travel by creating new possibilities for vacationers. As a Junior Service Desk Analyst, you'll play a vital role in delivering exceptional customer experiences for millions of travelers worldwide.Key Responsibilities:Provide 24/7/365 L1 support to...

  • Service Desk Analyst

    hace 3 semanas

    Ciudad de México, Ciudad de México Travel + Leisure Co. A tiempo completo

    Unlock the Power of Exceptional Customer ServiceAt Travel + Leisure Co., we're shaping the future of leisure travel by creating new possibilities for vacationers. As a Junior Service Desk Analyst, you'll play a vital role in delivering exceptional customer experiences for millions of travelers worldwide.Key Responsibilities:Provide 24/7/365 L1 support to...

  • Service Desk Analyst

    hace 3 semanas

    Ciudad de México, Ciudad de México Travel + Leisure Co. A tiempo completo

    Unlock the Power of Exceptional Customer ServiceAt Travel + Leisure Co., we're shaping the future of leisure travel by creating new possibilities for vacationers. As a Junior Service Desk Analyst, you'll play a vital role in delivering exceptional customer experiences for millions of travelers worldwide.Key Responsibilities:Provide 24/7/365 L1 support to...

  • Service Desk Analyst

    hace 4 semanas

    Ciudad de México, Ciudad de México Eagleburgmann A tiempo completo

    About the Role:Eagleburgmann is seeking a highly skilled Service Desk Analyst to join our team. As a key member of our IT department, you will be responsible for providing top-notch technical support to our employees and ensuring that our IT systems run smoothly.Key Responsibilities:Install, test, and configure new client hardware, including workstations,...

  • Itsm Problem Manager Service Desk

    hace 1 día

    Cuauhtémoc, CDMX, México Reclutamiento IT A tiempo completo

    **Vacante para la empresa Reclutamiento IT en Cuauhtémoc, Ciudad de México**: **Sobre nosotros** - Somos una empresa 100% mexicana, dedicada al soporte a misión crítica (aplicaciones, servidores, servicios de TI) trabajamos con clientes del sector financiero, bancario y retail, nos diferenciamos por el apego a procesos y el enfoque en las personas....

  • Service Desk Analyst

    hace 4 semanas

    Ciudad de México, Ciudad de México Travel + Leisure Co. A tiempo completo

    Delivering Exceptional Customer ExperiencesAt Travel + Leisure Co., we're shaping the future of leisure travel by creating new possibilities for vacationers. As a Junior Service Desk Analyst, you'll play a critical role in providing 24/7/365 L1 support to our internal staff and business partners. Your tasks will include phone, email, self-service, and chat...

  • Service Desk Analyst

    hace 3 semanas

    Ciudad de México, Ciudad de México GBG A tiempo completo

    About GBGGBG is a leading expert in global identity and location, empowering businesses to make informed decisions about their customers. Our cutting-edge technology and expert teams power over 20,000 organizations worldwide, helping them reach and trust their customers.The RoleWe are seeking a skilled Service Desk Analyst to join our IT Support & Operations...

  • Service Desk Coordinator

    hace 2 semanas

    Ciudad de México, CDMX Marken A tiempo completo

    Job Summary: The Service Desk Coordinator plays a critical role in ensuring the efficient and effective operation of the IT service desk. This position involves coordinating and overseeing the day-to-day activities of the service desk team, providing technical support to end-users, and maintaining service desk documentation. The Service Desk Coordinator is...

  • Service Desk

    hace 3 semanas

    Ciudad de México, CDMX Cognizant A tiempo completo

    **Job Summary** **Responsibilities** - Manage and resolve technical incidents efficiently to minimize downtime and ensure smooth operations. - Oversee the Service Desk to provide timely and effective support to end-users. - Utilize Service Now to track manage and resolve incidents and service requests. - Maintain and support Windows environments to ensure...

  • Career Opportunity: Service Desk Analyst

    hace 4 semanas

    Ciudad de México, Ciudad de México Leisure Co. A tiempo completo

    Unlock Your Potential as a Service Desk AnalystWe are seeking a skilled Service Desk Analyst to join our team at Leisure Co. As a key member of our customer service team, you will be responsible for providing exceptional support to our customers, ensuring their vacation experiences are nothing short of amazing.About the RoleThis is a full-time opportunity...