Global Service Desk Analyst

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

Calling all originals: At Levi Strauss & Co., you can be yourself — and be part of something bigger. We're a company of people who like to forge our own path and leave the world better than we found it. Who believe that what makes us different makes us stronger. So add your voice. Make an impact. Find your fit — and your future

Introduction

As a Global Service Desk Analyst at Levi Strauss & Co., you will provide integrated Level 1 and Level 2 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 unnecessary handoffs. This role reports to the Service Operations Lead

About The Job

• 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.

About You

• 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.

LOCATION

Mexico, D.F., Mexico

FULL TIME/PART TIME

Full time