Global ICT Service Desk Analyst — Customer-Focused IT Support

Kerry Group; Santiago de Querétaro; On-site; MXN 201,000 - 312,000; Full time

Job summary

Kerry Group in Querétaro seeks an ICT Service Desk Analyst to be the first point of contact for users, delivering technical support and ensuring high service delivery within a global ICT team.

The role requires 1–3 years in a service desk, strong Windows and Office skills, and AD administration experience. SAP knowledge is a plus, with opportunities to grow in a multinational environment.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or related field.
• 1–3 years in a Service Desk, Help Desk, or IT Support environment.
• Strong knowledge of Windows desktop operating systems.
• Good understanding of Microsoft Office applications.
• Experience with Microsoft Active Directory administration.
• Strong troubleshooting and analytical problem-solving skills.
• Excellent communication and interpersonal skills with ability to support users at all 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 in the incident management system.
• Deliver outstanding customer service by responding promptly to user requests.
• Diagnose and troubleshoot technical incidents using established tools and procedures.
• Escalate issues to second-line support teams when required.
• Ensure incidents and service requests are resolved within SLAs.
• Maintain and update knowledge base articles and technical documentation.
• Support ITIL best practices and contribute to service improvement initiatives.

Skills

Customer service

Incident management

Problem solving

Communication

ITIL awareness

Education

Bachelor's degree in IT/CS

Tools

Active Directory

Microsoft Office

SAP

Job description

Kerry Group in Querétaro seeks an ICT Service Desk Analyst to be the first point of contact for users, delivering technical support and ensuring high service delivery within a global ICT team.

The role requires 1–3 years in a service desk, strong Windows and Office skills, and AD administration experience. SAP knowledge is a plus, with opportunities to grow in a multinational environment.