Dynamics 365 Service Desk Specialist

Gate Gourmet; Zürich; On-site; MXN 201,000 - 312,000; Full time

Job summary

Gate Gourmet is seeking a Service Desk Analyst to act as the first point of contact for inbound support calls, triage and diagnose faults, and log incidents with complete data.

You will provide timely technical solutions within SLAs, escalate when needed, monitor incidents, and keep end users informed with proactive updates while maintaining knowledge base content.

This role supports 7x24x365 operations and requires a strong communication and customer-focused approach.

Qualifications

• First point of contact for the Service Desk and front-line inbound support.
• Triage and diagnose reported faults using standard fix protocols.
• Accurately log incidents and capture all relevant data.
• Maintain knowledge base content with commonly reported problems and resolutions and troubleshooting steps.

Responsibilities

• Provide end users with a technical solution within Service Level Agreements.
• Escalate incidents where a first-time fix is not possible to the relevant internal resolver group.
• Monitor, progress, and resolve incidents while ensuring customer satisfaction through proactive updates and escalation when necessary.
• Escalate potential service issues with Team Leader/Service Desk Manager as needed.
• Follow up on calls and coordinate with 3rd party resolvers to meet contractual SLAs.
• Manage Service Desk emails (Governance).
• Adhere to time and metric tracking.

Skills

Customer service

Incident management

Problem diagnosis

Communication

Job description

Gate Gourmet is seeking a Service Desk Analyst to act as the first point of contact for inbound support calls, triage and diagnose faults, and log incidents with complete data.

You will provide timely technical solutions within SLAs, escalate when needed, monitor incidents, and keep end users informed with proactive updates while maintaining knowledge base content.

This role supports 7x24x365 operations and requires a strong communication and customer-focused approach.