service desk

hace 2 semanas

Zapopan, Jalisco, 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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