First Line IT Support – Service Desk (Rotational)

BULL-IT SOLUTIONS LTD; Ciudad de México; Presencial; MXN 216.000 - 384.000; Jornada completa

Descripción de la vacante

BULL-IT SOLUTIONS LTD in Mexico City is seeking a Service Desk Analyst with 12–18 months of experience to provide remote and on-site support for laptops, desktops, LAN issues and applications.

You will work in a busy ICT service desk, applying ITIL practices, solving technical problems, and delivering first-line support across multiple channels while maintaining high customer satisfaction.

Formación

• 12-18 months’ work experience in Service Desk/Tech support providing remote support for Laptops / Desktops / LAN Issues / Application support/ Small Forms etc.

Responsabilidades

• To improve user confidence in the user of computer software, being empathetic to a variety of new and experienced learners needs.
• Help to implement and improve processes and procedures within the team allowing strong service focused deliverables.
• Actively troubleshoot to identify, assess, record, resolve and / or escape incidents and service requests ensuring they are handled within an agreed time limit, within agreed processes and in a professional and customer sensitive manner.
• To participate in an on call rote, providing first line support service to users.
• To deliver a first line support service via the Service Desk, receiving incidents and service requests from various routes including telephone, intranet and e mail.
• Update incidents with detailed and relevant information in a timely and effective manner;
• Provide updates to customers with regards to specific incidents and manage a trouble ticket through to resolution;
• Escalate an incident or troubleshoot tickets according to the company escalation processes;
• Ensure Customer Service Level Agreements are met or exceeded;
• Respond to customer enquiries in a timely and efficient manner;
• Ensure appropriate documentation of the interaction on the customer’s account in the prescribed format
• Execute transactions as per prescribed guidelines and timelines
• Ensure customer/user confidentiality and data protection at all times.

Conocimientos

Active listening

Analytical thinking

Problem solving

Ownership

Empathy

Communication

Teamwork

Time management

Multitasking

Organizational skills

Attention to detail

MS Office

Networking basics

Herramientas

Small Forms (iOS/Android/Windows)

Descripción del empleo

BULL-IT SOLUTIONS LTD in Mexico City is seeking a Service Desk Analyst with 12–18 months of experience to provide remote and on-site support for laptops, desktops, LAN issues and applications.

You will work in a busy ICT service desk, applying ITIL practices, solving technical problems, and delivering first-line support across multiple channels while maintaining high customer satisfaction.