IT Service Desk Analyst
hace 3 meses
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)
-
IT Help Desk
hace 7 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...
-
Global Service Desk Analyst
hace 1 mes
Ciudad de México, Ciudad de México Travel + Leisure Co A tiempo completo{"Position OverviewAs a Junior Service Desk Analyst at Travel + Leisure Co., you will be a key member of our Global Service Desk Team, providing 24/7/365 L1 support to internal staff and business partners. Your role will involve managing all interactions through request management, installing software, L1 troubleshooting, remote management, escalation, and...
-
Itsm Problem Manager Service Desk
hace 2 meses
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 Coordinator
hace 3 meses
Ciudad de México, CDMX Marken A tiempo completoJob 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 Analyst
hace 7 meses
México Tata consultancy services A tiempo completo**Service Desk Analyst** **Work location : Monterrey** **Work Mode: Onsite** - Excellent documentation and communication skills - Ability to work quickly, accurately, and efficiently under tight deadlines. - Must be highly organized, proactive, and collaborative. - Ability to work independently and as part of a team and be flexible and agile to meet quick...
-
Service Desk
hace 3 meses
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...
-
Bilingual Service Desk Analyst
hace 7 meses
Ciudad de México Wipro Limited A tiempo completoOverview: Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. We leverage our holistic portfolio of capabilities in consulting, design, engineering, operations, and emerging technologies to help...
-
Help Desk Analyst
hace 6 meses
México PPG Industries A tiempo completo**Main Responsibilities.** - Communicate with non-IT and IT specialists alike to ensure customer and service level standards are met. - Contribute to definition of training documentation and training plans. - Have a focus in IT solutions, aiming for quality and looking for first call solutions. - IT infrastructure support. - Participate in agreed...
-
Associate Service Desk Analyst
hace 7 meses
México Kerry A tiempo completo**Requisition ID **45201 **Position Type **FT Permanent **Recruiter** **Posting Type** DNI Leading to better encompasses all we do at Kerry, it's how we've become the worlds leading taste and nutrition company. Whether it's building and manufacturing sustainable solutions for food, beverage or pharmaceutical consumers, our commitment to lead the world to...
-
IT Service Desk Agent
hace 4 meses
Ciudad de México, CDMX Netlogistik A tiempo completo_**netLogistik**_ **es una empresa dedicada a brindar servicios de Tecnología para la cadena de suministro, buscando siempre dar un valor agregado a nuestros clientes y actualmente nos encontramos en el #23 **_**de Top Companies en expansión.**_ Escolaridad: Carrera técnica, trunca o concluída en Sistemas o carreras afín Experiência: Al menos 1 año...
-
IT Service Desk Technical Support Specialist
hace 1 mes
Ciudad de México, Ciudad de México The Scotts Miracle-Gro Company A tiempo completoThe Scotts Miracle-Gro Company is a dynamic and fast-paced organization, always on the lookout for innovative growth opportunities. As an IT Service Desk Technical Support Specialist, you will play a crucial role in providing frontline technical support to end-users.Our ideal candidate will have high school or equivalent diploma and 0-2 years of experience...
-
IT Service Delivery Analyst
hace 7 meses
Ciudad de México Emerson A tiempo completoSpecific Responsibilities - Planning & Administration _ - Provide information and assist IT Service Delivery Supervisor when requested - Follow and enforce Emerson policies regarding IT management, security, standards and procedures - Assists users with business proposal generation, regarding our standards and policies - IT Infrastructure & Support: _ -...
-
Service Desk Analyst
hace 3 semanas
Ciudad de México, CDMX Babel A tiempo completoWe are One Team. We make it happen. We are Unstoppable. Babel es una consultora tecnológica multinacional especializada en aplicar sus servicios y conocimiento tecnológico en los procesos de aceleración digital de sus clientes, grandes empresas y organismos públicos. ¿Cuál es nuestro plan estratégico? En Babel estamos entusiasmados con los...
-
Service Desk Agent
hace 6 meses
Ciudad de México UST A tiempo completo**Service Desk Agent** **Associate II - Cloud Infrastructure Services **Who we are**: Born digital, UST transforms lives through the power of technology. We walk alongside our clients and partners, embedding innovation and agility into everything they do. We help them create transformative experiences and human-centered solutions for a better world. UST is...
-
IT Junior Service Management Analyst
hace 4 meses
Ciudad de México, CDMX British American Tobacco A tiempo completo**BAT is evolving at pace into a global multi-category business. With products like VELO, VUSE and GLO we are on a mission to decrease the health impact of our industry** **To achieve our ambition, we are looking for colleagues who are ready to Be The Change. Come, join us on this journey!** **British American Tobacco Mexico** **has an exciting opportunity...
-
Service Desk Analyst
hace 5 días
Ciudad de México Hitachi Digital Services A tiempo completo**Our Company** 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...
-
Service Desk
hace 4 semanas
Ciudad Apodaca Centro, México Open Service A tiempo completo**Descripción** Somos una empresa 100% mexicana con más de 30 años en el mercado brindando soluciones de valor para nuestros clientes en el segmento de las Tecnologías de Información. Te invitamos a participar en el proceso de nuestra siguiente vacante: **Service Desk** - **Horario**_: lunes a viernes de 8:00 a 6:00 p.m. **Modalidad**:...
-
Sales Support Desk Analyst
hace 2 meses
Ciudad de México, CDMX BlackRock Investments A tiempo completo**Sales Support Desk Analyst**: **Location**: **Mexico City, Mexico City** Category: **Investment Product** Job Requisition #**:R246277** Date posted**:Oct. 25, 2024
-
IT Service Delivery Analyst
hace 6 meses
México Emerson A tiempo completoThis is an IT Support position within the LATAM Enterprise IT Team based in Metepec, with the following main responsibilities: - Support the IT and Telecommunications Infrastructure for the specified Area/site ensuring the utilization of Hardware, Software and Communication Systems are consistent with the Global IT strategy. - Onsite support, working...
-
IT Analyst
hace 7 meses
México Eaton A tiempo completoEaton’s Corporate Sector division is currently seeking a IT Analyst. **What you’ll do**: **PRIMARY FUNCTION** **ESSENTIAL FUNCTIONS** A. Provides 1st and/or 2nd level PC support as applicable for infrastructure hardware and software in order to provide the customer with a workaround or a fix. B. Provides desk-side support at sites and, at smaller...