Service Desk Analyst

Job Summary

Working remotely in Mexico, the full-time Service Desk Level 1 Analyst will troubleshoot and resolve technical issues related to desktops, laptops, printers, and networks while delivering exceptional customer service during the 3rd shift.

Key responsibilities

• Troubleshoot and resolve issues with various devices and software
• Log interactions in the ticketing system and escalate issues as necessary
• Ensure timely resolution of issues and follow up with users for satisfaction confirmation

Required qualifications

• High school diploma or equivalent required; Associate or Bachelor's degree in Computer Science or related field preferred
• 1-2 years of experience in a technical support role, preferably in a service desk environment
• Professional certifications (or working toward): HDI Support Center Analyst, ITIL Foundation, Microsoft 365 Certified: Fundamentals
• Proficiency in Windows OS and Microsoft Office suite, along with basic network troubleshooting skills
• Familiarity with ITIL or similar service frameworks is a plus