IT Service Desk Agent

Job Id- Naucalpan de Juarez, Estado de Mexico, Mexico- Job TypeFull-timeWork Your Magic with usReady to explore, break barriers, and discover more? We know you’ve got big plans - so do we Our colleagues across the globe love innovating with science and technology to enrich people’s lives with our solutions in Healthcare, Life Science, and Electronics. Together, we dream big and are passionate about caring for our rich mix of people, customers, patients, and planet. That's why we are always looking for curious minds that see themselves imagining the unimaginable with us.TU ROL:Como Soporte Técnico - Primer Nível (Global Service Desk), serás responsable de brindar atención técnica de primer nível a usuarios de LATAM, asegurando una resolución efectiva de incidentes relacionados con sistemas operativos, conectividad, correo electrónico, hardware, software y dispositivos móviles. Deberás registrar cada caso en la herramienta de gestión de tickets (preferentemente ServiceNow), mantener comunicación clara y empática con los usuarios, y operar dentro de los lineamientos del sector farmacéutico, siguiendo procedimientos estandarizados y políticas de calidad.QUIÉN ERES:- Carrera técnica o trunca en informática, sistemas o áreas afines- De 1 a 2 años de experiência en soporte técnico, ideal en Service Desk- Conocimiento en Windows 10/11, Office 365, redes, VPN, hardware y dispositivos iOS- Manejo de herramientas de tickets (idealmente ServiceNow)- Buena ortografía y habilidades de comunicación escrita y verbal- Capacidad para seguir procesos normativos en entornos regulados- Inglés técnico obligatorio- Alta orientación al servicio, responsabilidad y autogestiónRSREMD**What we offer**: We are curious minds that come from a broad range of backgrounds, perspectives, and life experiences. We believe that this variety drives excellence and innovation, strengthening our ability to lead in science and technology. We are committed to creating access and opportunities for all to develop and grow at your own pace. Join us in building a culture of inclusion and belonging that impacts millions and empowers everyone to work their magic and champion human progressand become a part of a team that is dedicated to Sparking Discovery and Elevating HumanityUS Equal Employment OpportunitiesThe Company is an Equal Employment Opportunity employer. No employee or applicant for employment will be discriminated against on the basis of race, color, religion, age, sex, sexual orientation, national origin, ancestry, disability, military or veteran status, genetic information, gender identity, transgender status, marital status, or any other classification protected by applicable federal, state, or local law. This policy of Equal Employment Opportunity applies to all policies and programs relating to recruitment and hiring, promotion, compensation, benefits, discipline, termination, and all other terms and conditions of employment. Any applicant or employee who believes they have been discriminated against by the Company or anyone acting on behalf of the Company must report any concerns to their Human Resources Business Partner, Legal, or Compliance immediately. The Company will not retaliate against any individual because they made a good faith report of discrimination.- Notice on Fraudulent Job OffersUnfortunately, we are aware of third parties that pretend to represent our company offering unauthorized employment opportunities. If you think a fraudulent source is offering you a job, please have a look at the following information here.Applicant ProfileWHAT WE OFFERMoney makes the world go round. But at our company there’s more than just financial rewards. We offer a range of attractive benefits to help you work your magic.Saving & FinacialOur 401(k) Plan includes a generous company-matching contribution and an additional discretionary contribution each year.We also provide tax-advantaged accounts for you to save for healthcare, commuting expenses, company-provided and buy-up life insurance to help you protect your financial future.Health & WellnessWe offer comprehensive medical, dental, & vision coverage-including virtual care through Telehealth & free behavioral health counseling sessions through our Employee Assistance Program.We also offer a wellness incentive program and personalized support to help you navigate and use your benefits.Voluntary BenefitsOur voluntary benefits provide additional protection from the high costs of healthcare not covered by health insurance.We also have discount programs that offer exclusive savings on everything from auto, home, and pet insurance to low-interest personal loans.Work/Life SupportWe have several programs to support your work/life balance, including generous paid time off, back-up day care services, education assistance, and more.- OUR RECRUITING PROCESSDepending on the position (level, functional area, country) the process can vary slig