Global Service Desk Analyst: Transform IT Support Worldwide

Levi Strauss & Co.; Ciudad de México; Hybrid; MXN 180.000 - 240.000; Vollzeit

Zusammenfassung

Levi Strauss & Co. is seeking a Global Service Desk Analyst to 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 with clear ownership. We value 2+ years of enterprise IT support, strong troubleshooting across Windows, macOS, Microsoft 365, identity, networking, and collaboration tools, plus experience with ServiceNow and ITIL practices.

Qualifikationen

• 2+ years of enterprise IT support experience at Level 2 or equivalent.
• Associate or bachelor's degree in technology or related field, or equivalent practical experience.
• Strong troubleshooting knowledge across Windows, macOS, Microsoft 365, identity, networking, enterprise applications, and collaboration tools.

Aufgaben

• Provide Level 1 and Level 2 IT support for employees and retail stores.
• Handle voice, chat, chatbot, and ITSM contacts with timely resolution.
• Diagnose and resolve Windows, macOS, Microsoft 365, identity, connectivity, and collaboration issues.
• Prioritize by impact and urgency while meeting SLA and customer-experience targets.
• Document issues, diagnostics, and actions; transfer complex cases with history.

Kenntnisse

Windows

macOS

Microsoft 365

Identity management

Networking

Enterprise applications

Collaboration tools

ServiceNow

ITIL practices

Ausbildung

Associate or Bachelor's degree in technology

Equivalent practical experience

Tools

ServiceNow

Jobbeschreibung

Levi Strauss & Co. is seeking a Global Service Desk Analyst to 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 with clear ownership. We value 2+ years of enterprise IT support, strong troubleshooting across Windows, macOS, Microsoft 365, identity, networking, and collaboration tools, plus experience with ServiceNow and ITIL practices.