Global IT Service Desk Specialist

Levi Strauss & Co.; Ciudad de México; On-site; MXN 360,000 - 540,000; Full time

Job summary

Levi Strauss & Co. seeks a Global Service Desk Analyst to provide Level 1 and Level 2 IT support for employees and retail stores across our global operations.

You will handle voice, chat, chatbot-transferred, and ITSM contacts, restoring productivity quickly while minimizing handoffs. Reporting to the Service Operations Lead, candidates should demonstrate strong troubleshooting across Windows, macOS, Microsoft 365, identity, networking, and collaboration tools with a focus on clear communication

Qualifications

• 2+ years of enterprise IT support experience at Level 2 or equivalent.
• Experience supporting Windows and macOS, Microsoft 365, identity, networking, and collaboration tools.
• Experience with phone, chat, virtual support, and ITSM workflows.

Responsibilities

• Provide integrated Level 1 and Level 2 IT support for employees and retail stores.
• Handle voice, chat, chatbot-transferred, and ITSM contacts; restore productivity quickly.
• Diagnose and resolve issues with 90% resolution target; prioritize by impact and urgency.
• Capture recurring issues and contribute to knowledge content and runbooks.

Skills

IT support

Multichannel support

Troubleshooting

Education

Associate or bachelor’s degree in technology or related field

Tools

ServiceNow

ITSM

Job description

Levi Strauss & Co. seeks a Global Service Desk Analyst to provide Level 1 and Level 2 IT support for employees and retail stores across our global operations.

You will handle voice, chat, chatbot-transferred, and ITSM contacts, restoring productivity quickly while minimizing handoffs. Reporting to the Service Operations Lead, candidates should demonstrate strong troubleshooting across Windows, macOS, Microsoft 365, identity, networking, and collaboration tools with a focus on clear communication