This role involves diagnosing and resolving hardware, software, and network problems for end‑users via telephone, e‑mail, chat, or video call. Activities Provide hardware, software, and network problem diagnosis and resolution via telephone/email/chat or videocall for customers’ end users. Classify service calls according to the specified options. Route problems to internal 2nd and 3rd level IT support staff using knowledge base articles. Coordinate with level 2 and 3 support staff that provide hardware, software, and network problem resolution. Skills & Qualifications 2-3 years of experience in a similar role. High school certificate required. Customer‑focused with strong empathy for end users. Excellent communication skills (active listening, clear voice). Good writing skills (English). Good phone techniques (English). Ability to articulate and speak with a clear voice. Thorough knowledge of troubleshooting remote access issues. Experience with Citrix, ServiceNow, Active Directory, and VPN connections. Fluent English and availability for a 24/7 schedule. Benefits Competitive package including life insurance, major medical expense insurance, minor medical expense insurance, and savings fund. Food vouchers. 30 days Christmas bonus. 12 days of vacation in the first year, increasing by 2 days annually as required by law. Continuous training and development opportunities to help employees achieve professional goals. #J-18808-Ljbffr
Service Desk Analyst (Guadalajara)
LINK-WORLDWIDE
Región Centro, Región Centro
Publicado hace 4 días
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