service desk

hace 1 semana

Zapopan, México HCLTech A tiempo completo

Andares 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 required.
Coordinate and manage relationships with
external vendors and service providers
for problem resolution.
Administer
user access provisioning and account management
activities.
Use the
Incident Management System
to log, track, and resolve incidents and service requests.
Perform detailed troubleshooting, including
log analysis, root cause investigation, isolation, resolution, and follow-up
.
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
Spreadsheets
Presentation tools
Email and communication systems
Database management systems
Troubleshoot
client software and basic network connectivity issues
.
Identify, analyze, prioritize, and manage
customer problems and complaints
.
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.
Ensure
knowledge transfer and documentation of End User Computing (EUC) operations
.
Required Skills & Qualifications
Experience in
IT Help Desk, Desktop Support, or Technical Support
roles
Strong troubleshooting skills across
hardware, software, and basic networking
Familiarity with
Incident Management / ITSM tools
Excellent
communication and customer service skills
Ability to prioritize tasks in a
fast-paced environment
Experience supporting
Windows-based systems and common enterprise applications
Nice to Have
Experience working with
vendors and third-party support providers
ITIL knowledge or certification
Exposure to
enterprise IT environments
Why Join Us?
Opportunity to work in a collaborative, growth-oriented IT environment
Exposure to diverse technologies and business teams
Continuous learning and development opportunities

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