Global ICT Service Desk Analyst

Kerry; Santiago de Querétaro; On-site; MXN 201,000 - 268,000; Full time

Job summary

Kerry is seeking an ICT Service Desk Analyst in Querétaro. The role provides first-point-of-contact support for users, handling incidents, service requests, and technical issues to ensure smooth IT operations across the global team.

The ideal candidate has a IT-related degree, 1-3 years in a service desk environment, strong Windows and Office knowledge, and familiarity with Active Directory; SAP experience is a plus. Base on-site role with a collaborative IT team.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or a related discipline.
• 1-3 years of experience in a Service Desk, Help Desk, or IT Support environment.
• Strong knowledge of Windows desktop operating systems.
• Good understanding of Microsoft Office applications and environments.
• Experience with Microsoft Active Directory administration.
• Strong troubleshooting and analytical problem-solving skills.
• Excellent communication and interpersonal skills with the ability to support users at all organizational levels.
• Knowledge of SAP is considered an advantage.

Responsibilities

• Act as the primary point of contact for all users of Kerry ICT systems through multiple support channels.
• Log, track, and manage incidents accurately, ensuring all relevant information is captured within the incident management system.
• Deliver outstanding customer service by responding promptly and professionally to user requests.
• Diagnose and troubleshoot technical incidents using established support tools and procedures.
• Escalate issues to second-line support teams when required.
• Ensure incidents and service requests are resolved within agreed Service Level Agreements (SLAs).
• Maintain and update knowledge base articles, processes, and technical documentation.
• Support ITIL best practices by providing high-quality incident information and contributing to continuous service improvement initiatives.

Skills

1-3 years IT Service Desk experience

Troubleshooting

Communication

Analytical thinking

Team collaboration

Education

Bachelor's degree in Information Technology or Computer Science

Tools

Active Directory

SAP

Microsoft Office

Job description

Kerry is seeking an ICT Service Desk Analyst in Querétaro. The role provides first-point-of-contact support for users, handling incidents, service requests, and technical issues to ensure smooth IT operations across the global team.

The ideal candidate has a IT-related degree, 1-3 years in a service desk environment, strong Windows and Office knowledge, and familiarity with Active Directory; SAP experience is a plus. Base on-site role with a collaborative IT team.