Enterprise IT Service Desk Specialist

Oportun; Guanajuato; Presencial; MXN 180.000 - 300.000; Jornada completa

Descripción de la vacante

Oportun is seeking an IT Service Desk Agent to be the first line of support for internal users. You will handle incidents and requests with ServiceNow, triage Tier 1 issues, and coordinate with higher tiers to ensure fast resolution.

Join a mission-driven financial services team focused on delivering reliable IT operations, strong customer service, and proactive process improvements in a fast-paced environment.

Formación

• 1-3 years of Help Desk or IT support experience in a fast-paced environment.
• Excellent problem-solving, analytical, and customer service skills.
• Strong written and verbal communication abilities; able to remain calm and professional under pressure.
• Working knowledge of Windows OS, macOS, and mobile device platforms (iOS and Android).
• Familiarity with ITIL/COBIT/SDaaS principles.
• Experience with ticketing and incident management tools (preferably ServiceNow).
• Basic understanding of Active Directory, Exchange, network connectivity (VPN), and common desktop applications.
• Availability to work rotating shifts as needed.
• Bilingual proficiency in English and Spanish.

Responsabilidades

• Serve as the initial point of contact for IT support via phone, chat, or ticketing system (ServiceNow).
• Troubleshoot and resolve Tier 1 issues related to hardware, software, network, and telecommunications systems.
• Accurately log, categorize, and prioritize incidents and service requests according to the established Priority Matrix.
• Escalate unresolved issues to Tier 2 or Tier 3 support teams with proper documentation and detailed troubleshooting notes.
• Maintain high customer service standards by ensuring courteous, timely, and effective communication with end users.
• Monitor and analyze support requests to identify recurring issues and recommend process or system improvements.
• Reinforce SLAs (Service Level Agreements) to manage end-user expectations and ensure operational compliance.
• Perform post-resolution follow-ups to ensure user satisfaction and issue closure.
• Continuously expand technical and procedural knowledge to support evolving IT environments.

Conocimientos

Help Desk

IT support

Customer service

Troubleshooting

Educación

ITIL Foundation certification

Herramientas

ServiceNow

Active Directory

Exchange

Azure

Okta

Five9

Descripción del empleo

Oportun is seeking an IT Service Desk Agent to be the first line of support for internal users. You will handle incidents and requests with ServiceNow, triage Tier 1 issues, and coordinate with higher tiers to ensure fast resolution.

Join a mission-driven financial services team focused on delivering reliable IT operations, strong customer service, and proactive process improvements in a fast-paced environment.