Help Desk Specialist

hace 7 días

Guadalajara Mexico Metropolitan Area Infosys A tiempo completo

Location:
Guadalajara, MX

Experience:
6–12 months

Education:
Graduation

Role Overview:

We are looking for a proactive and customer-focused Helpdesk Support Executive to join our team in Guadalajara. The ideal candidate will have prior experience in providing technical and non-technical/Customer support, ensuring smooth resolution of user issues, and maintaining high levels of customer satisfaction.

Key Responsibilities:

  • Respond to user queries via phone, email, or chat in a timely and professional manner.
  • Diagnose and troubleshoot basic hardware, software, and network issues.
  • Escalate complex issues to the appropriate teams while ensuring proper documentation.
  • Maintain accurate records of interactions and resolutions in the ticketing system.
  • Provide guidance and support for common IT processes and tools.
  • Ensure compliance with company policies and service-level agreements (SLAs).

Required Skills & Qualifications:

  • Minimum graduation in any discipline.
  • 6–12 months of experience in a helpdesk or customer support role.
  • Good proficiency in English (written and spoken).
  • Basic understanding of IT systems, hardware, and software troubleshooting.
  • Strong communication and interpersonal skills.
  • Ability to work in a fast-paced environment and manage multiple tasks.
  • Customer-centric approach with problem-solving attitude.

Preferred Skills:

  • Familiarity with ticketing tools (e.g., ServiceNow, Zendesk).
  • Basic knowledge of networking and operating systems.
  • Bilingual (English and Spanish) is a plus.

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