Bilingual IT Help Desk Analyst (Level 1)

DXC Technology Company; México; On-site; MXN 180,000 - 240,000; Full time

Benefits offered by this job

Health and dental coverage

Vision coverage

Wellness program

Retirement savings plan

Paid holidays

Job summary

DXC Technology seeks a bilingual Service Desk Analyst Level 1 in Mexico to deliver first‑line IT support in Spanish and English across voice, chat, and email channels. You will diagnose and resolve common Windows, Outlook, browser, and connectivity issues while accurately documenting incidents and escalating where needed.

You will use ITSM platforms to track requests, provide timely updates to users, and maintain professional, customer‑focused service.

Qualifications

• Technical degree or higher in Information Technology, Computer Science or related field.
• Experience in user support via phone, chat, or email in a Service Desk or IT Support role.
• Bilingual Spanish and English with strong communication skills.

Responsibilities

• Provide Level 1 IT support via voice, chat, and email in Spanish and English.
• Log, classify, diagnose, and document incidents in the ITSM system.
• Perform initial troubleshooting and follow standard Level 1 procedures.
• Resolve incidents at first contact when possible.
• Troubleshoot Windows and Outlook issues; assist with browsers and VPN connectivity.
• Provide basic remote support for desktops, peripherals, and printers.
• Escalate complex issues to appropriate teams with clear documentation.
• Maintain communication with users on incident progress and status.
• Follow Service Desk processes and knowledge documentation.
• Protect confidential information and comply with security policies.

Skills

Bilingual Spanish & English

Customer service mindset

Strong communication

Problem solving

Accurate documentation

Time management

Education

Technical degree or higher in IT or related field

Ongoing IT studies

Tools

ServiceNow

Remedy

Zendesk

Jira

Job description

DXC Technology seeks a bilingual Service Desk Analyst Level 1 in Mexico to deliver first‑line IT support in Spanish and English across voice, chat, and email channels. You will diagnose and resolve common Windows, Outlook, browser, and connectivity issues while accurately documenting incidents and escalating where needed.

You will use ITSM platforms to track requests, provide timely updates to users, and maintain professional, customer‑focused service.