Bilingual Service Desk Analyst: Voice & Chat Support

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

Job summary

DXC Technology Company is seeking a Service Desk Analyst – Level 1 to provide bilingual (Spanish/English) IT support to end users via voice, chat, and email. You will diagnose, troubleshoot, and resolve common issues in Windows environments, Outlook, browsers, and network connectivity, while documenting incidents and escalating when necessary.

The role emphasizes delivering a high-quality customer experience, keeping users informed, and maintaining accurate documentation in a fast-paced,

Qualifications

• Technical degree, bachelor’s degree, or ongoing studies in IT, CS, systems, engineering, or related field.
• Minimum 1 year of experience in user support via phone, chat, or email in a service desk or similar.
• Advanced proficiency in Spanish and English, with strong communication skills.

Responsibilities

• Provide Level 1 technical support via voice, chat, and email in Spanish and English.
• Log, classify, diagnose, troubleshoot, and document incidents in the ticketing system.
• Resolve incidents at first contact when possible and escalate as needed.
• Troubleshoot Windows, Outlook, browsers, connectivity, VPN, and basic network issues.
• Use ITSM tools and remote support to diagnose and resolve issues.
• Keep users informed on incident status and resolutions.

Skills

Bilingual Spanish-English

Windows troubleshooting

Outlook support

ITSM familiarity

Customer service oriented

Education

Information Technology related degree

Tools

LogMeIn

AnyDesk

Remote Desktop Manager

ServiceNow

Remedy

Zendesk

Jira

Job description

DXC Technology Company is seeking a Service Desk Analyst – Level 1 to provide bilingual (Spanish/English) IT support to end users via voice, chat, and email. You will diagnose, troubleshoot, and resolve common issues in Windows environments, Outlook, browsers, and network connectivity, while documenting incidents and escalating when necessary.

The role emphasizes delivering a high-quality customer experience, keeping users informed, and maintaining accurate documentation in a fast-paced,