Service Desk Level 1 Analyst

hace 3 semanas

Monterrey, México DYOPATH A tiempo completo

DYOPATH is a dynamic, forward-thinking Managed Service Provider (MSP) dedicated to empowering organizations with reliable and innovative IT solutions. Guided by 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.Join the DYOPATH Team It's the new year and time for a new jobWe are hiring a **hybrid Service Desk Level 1 Analyst in Monterrey, MX** You'll work 4 days onsite (Tuesday - Friday) and remotely on SaturdaysWhy 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**: hybrid- Monterrey, N.L. México C.P. 64909- **Shift**: 9:00am - 7:00pm, Tuesday - Saturday (Saturdays are remote)- **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

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