Global IT Service Desk Analyst | 2nd-Line Support

Levi Strauss & Co.

Ciudad de México

On-site

MXN 180,000 - 300,000

Full time

2 days ago

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Job summary

Levi Strauss & Co. is seeking a Global Service Desk Analyst to provide Level 1 and Level 2 IT support for employees and retail stores worldwide.

You will handle voice, chat, and ITSM tickets, resolve issues quickly, and ensure smooth productivity across global operations. You will diagnose Windows, macOS, Microsoft 365, identity, connectivity, and collaboration problems, prioritizing work by impact and urgency while upholding SLAs and high customer satisfaction.

Qualifications

2+ years of enterprise IT support experience at Level 2 or equivalent.
Associate or bachelor's degree in technology or a related field, or equivalent practical experience.
Strong troubleshooting knowledge across Windows, macOS, Microsoft 365, identity, networking, enterprise applications, and collaboration tools.
Experience supporting users through phone, chat, virtual support, and ITSM workflows, with working knowledge of ServiceNow, contact-center tools, and ITIL practices.
Demonstrated ability to resolve issues beyond scripts, communicate clearly and empathetically, document work accurately, and route unresolved work with strong diagnostics.

Responsibilities

Manage support contacts through voice, chat, the IT Support Chatbot, virtual support, and ServiceNow workflows with clear ownership and timely communication.
Diagnose and resolve eligible Windows, macOS, Microsoft 365, identity, connectivity, application, and collaboration issues at or near the 90% resolution target.
Prioritize work by business impact and urgency while meeting response, resolution, quality, SLA, and customer-experience targets.
Triage specialized or out-of-scope requests accurately and transfer complete diagnostics, troubleshooting history, impact, and next actions to receiving teams.
Capture recurring issues, failed self-service journeys, knowledge gaps, and automation opportunities to improve chatbot content, articles, runbooks, and support processes.