Analyst, IT Service Desk

Danfoss; Apodaca; Presencial; MXN 180.000 - 240.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Annual bonus

Paid vacation

Pension plans

Personal insurance

Descripción de la vacante

Danfoss is seeking an IT Service Desk Analyst to provide first-line technical support, maintaining uninterrupted operation of our global infrastructure. You’ll drive efficient incident resolution, improve service delivery, and empower teams worldwide to work without disruption.

You’ll collaborate with cross-functional IT teams, own service request management, and help move toward a more digital future through problem-solving, documentation, and automation.

Formación

• Experience in IT technical support (Service Desk/Helpdesk) or related IT role.
• Proficient with IT ticketing systems, operating systems, networking, and troubleshooting.
• Strong English and ability to work in global distributed teams.

Responsabilidades

• Lead the diagnostic and resolution of complex technical incidents and service requests within SLAs.
• Provide timely, high-quality technical assistance through remote channels and self-service tools.
• Collaborate with infrastructure, networking, and application teams to escalate and resolve cross-functional issues.
• Use problem-solving skills, ITSM tools, and process automation to optimize support workflows.
• Document troubleshooting steps, solutions, and best practices for the knowledge base.

Descripción del empleo

The Impact You'll Make
As our IT Service Desk Analyst, you’ll play a key role in providing first-line technical support and ensuring the uninterrupted, smooth operation of our global infrastructure and systems. Your impact? You will drive the efficient resolution of complex technical incidents, enhance service delivery, and empower our teams worldwide to work without disruption. You’ll collaborate with cross-functional IT teams and take ownership of service request management, helping us move toward a more efficient and digital future.

The Impact You'll Make
As our IT Service Desk Analyst, you’ll play a key role in providing first-line technical support and ensuring the uninterrupted, smooth operation of our global infrastructure and systems. Your impact? You will drive the efficient resolution of complex technical incidents, enhance service delivery, and empower our teams worldwide to work without disruption. You’ll collaborate with cross-functional IT teams and take ownership of service request management, helping us move toward a more efficient and digital future.

What You’ll Be Doing

• Lead the diagnostic and resolution of complex technical incidents and service requests within established Service Level Agreements (SLAs).
• Support internal stakeholders by providing timely, high-quality technical assistance through remote channels and self-service tools.
• Collaborate with infrastructure, networking, and application teams to escalat and resolve cross-functional technical issues.
• Use your skills in problem-solving, IT service management tools, and process automation to optimize support workflows.
• Contribute to our knowledge base by documenting troubleshooting steps, solutions, and best practices for the team.

What We're Looking For

• Previous experience in IT technical support (Service Desk / Helpdesk) or a related information technology role.
• Strong proficiency in IT ticketing systems, operating systems, networking fundamentals, and hardware/software troubleshooting.
• Demonstrated ability to work independently and thrive in global, multicultural, and distributed team environments.
• Strong written and verbal communication skills (advanced English is required for daily international collaboration).
• A mindset focused on problem-solving, continuous improvement, and exceptional customer service.

What You'll Get From Us

• We promote from within and support your learning with mentoring, training, and access to global opportunities.
• You’ll have flexibility, autonomy, and support to do your best work while maintaining a healthy work-life balance. Your well-being matters to us.
• We strive to create an inclusive work environment where people of all backgrounds are respected, and valued for who they are.
• You’ll receive benefits like annual bonus, paid vacation, pension plans, personal insurance, and more. These vary by country and contract, but they’re worth asking about—we think they’re pretty great.

Our Commitment to Transparency

Salary ranges listed reflect only primary location and currency. For local salary ranges and specific benefits in your preferred hiring location, please ask your Talent Acquisition representative for more information. The actual salary offer will carefully consider a wide range of factors, including your skills, qualifications, experience, and location. Any benefits listed do not promise or guarantee any particular benefit or specific action. They may depend on country or contract specifics and are subject to change at any time without prior notice. Please visit our FAQ Page. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or other protected category.