Global IT Service Desk Analyst: Enterprise Support & Automation

Levi Strauss & Co.; Ciudad de México; On-site; MXN 180,000 - 300,000; Full time

Job summary

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

You will handle voice, chat, chatbot-transferred, and ITSM contacts, restoring productivity quickly while minimizing handoffs. You will troubleshoot Windows, macOS, Microsoft 365, identity, connectivity, and collaboration issues, aiming for high first-contact resolution and adhering to SLA targets.

Qualifications

• 2+ years of enterprise IT support experience at Level 2 or equivalent.
• Demonstrated ability to resolve issues beyond scripts and document work accurately.
• Experience supporting users through phone, chat, virtual support, and ITSM workflows.

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 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 and transfer diagnostics with context to receiving teams.
• Capture recurring issues and opportunities to improve chatbot content, articles, and runbooks.

Skills

IT support

ServiceNow

ITIL

Windows

macOS

Microsoft 365

Networking

Identity

Collaboration tools

Education

Associate or bachelor's degree in technology or related field

Tools

ServiceNow

Job description

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

You will handle voice, chat, chatbot-transferred, and ITSM contacts, restoring productivity quickly while minimizing handoffs. You will troubleshoot Windows, macOS, Microsoft 365, identity, connectivity, and collaboration issues, aiming for high first-contact resolution and adhering to SLA targets.