Global IT Service Desk Analyst — Level 1 & 2 Support

levistraussandco

Ciudad de México

On-site

MXN 223,000 - 312,000

Full time

3 days ago

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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, and ITSM contacts, restoring productivity quickly while minimizing handoffs.

This role reports to the Service Operations Lead. The ideal candidate has 2+ years of enterprise IT support, an approved tech degree, strong troubleshooting across Windows, macOS, M365, identity and networking, and experience with

Qualifications

2+ years of enterprise IT support experience at Level 2 or equivalent.
Associate or bachelor's degree in technology or a related field.
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.

Responsibilities

Provide Level 1 and Level 2 IT support through voice, chat, chatbot, and ITSM workflows with clear ownership.
Diagnose and resolve Windows, macOS, Microsoft 365, identity, networking, and collaboration issues.
Prioritize work by business impact and urgency while meeting response, resolution, SLA, and customer-experience targets.
Triage specialized or out-of-scope requests and transfer with full diagnostics to receiving teams.
Capture recurring issues and improvement opportunities to enhance chatbot content, articles, and runbooks.