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Service Desk Level 1 Analyst
hace 1 mes
At DYOPATH, we believe that work should be more than just a job - it should be a passion. As a dynamic, forward-thinking Managed Service Provider (MSP), we are dedicated to empowering organizations with reliable and innovative IT solutions. Guided by our core values of accountability, excellence, and exceptional customer service, we cultivate a culture of creativity, passion, and bold communication. Our team is driven by a shared commitment to sustainability and delivering meaningful results that help our clients thrive.
We are hiring an **onsite Service Desk Level 1 Analyst in Monterrey, MX**
**WE ARE HOLDING OPEN INTERVIEWS onsite every Wednesday** Come speak with the hiring manager between 9am - 11am CST to learn more about this position. Our address is Ave Alfonso Reyes 2615 int 801, Del Paseo Residencial, Monterrey, Nuevo Leon, 64920. **No appointment necessary - just walk in**
Why DYOPATH? We've been recognized as a Great Place to Work for four years running - and that's no coincidence We're all about collaboration, creativity, and, most importantly, making sure our team feels valued every single day.
We are a people-first company, and we're eager to welcome a new team member ready to contribute their enthusiasm and tech skills to the mix. Ready to join us? Read on
**_ What is the location, shift, and pay?_**
- **Location: onsite in Monterrey, N.L. México C.P. 64909**:
- **Shift**:9:00am - 6:00pm, Monday - Friday**:
- **Pay: 17,000 pesos** monthly (before taxes)
**_Essential Functions_**
- Log all service desk interactions in the ticketing system and escalate issues to the appropriate team or individual.
- Provide first-level support for technical issues and incidents, including desktop, laptop, printer, mobile device, software, and network problems.
- Resolve technical issues when possible and escalate to appropriate support teams when necessary.
- Ensure timely and accurate resolution of all service desk issues.
- Conduct follow-up activities with customers or employees to ensure satisfaction with the service provided.
- Continuously improve technical skills and knowledge through training, certification, and self-directed learning.
- Participate in special projects as assigned.
**_Qualifications and Requirements:_**
- Advanced English Skills - oral and written
- 1-2 years of experience in a technical support role, preferably in a service desk environment
- Strong customer service skills, with the ability to communicate technical information to non-technical users.
- Proficiency with Microsoft Office, Windows operating systems, and basic network troubleshooting
- Knowledge of ITIL or similar service management frameworks a plus
- Ability to work independently and as part of a team, focusing on delivering exceptional customer service.
- Excellent problem-solving and analytical skills
- Ability to manage multiple tasks simultaneously and prioritize workload effectively.
**_Our comprehensive benefits package:_**
- 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
**Join Our Team**:
Equal Opportunity Employer
