It Service Desk Analyst

Smallworld Fs; A distancia; MXN 358,000 - 538,000; Jornada completa

Descripción de la vacante

A global money transfer company is seeking an IT Service Desk Analyst to provide support and solutions for user issues. The ideal candidate has at least 1 year of IT experience, demonstrates strong analytical and excellent communication skills, and delivers high-quality customer service. This role involves answering calls, creating tickets, and collaborating both independently and within a team. Offered as a 100% remote position, candidates should be self-motivated and able to work flexible hours.

Formación

• Minimum 1-year experience in IT support.
• Demonstrable understanding of IT issues.
• Ability to work independently and within a team.

Responsabilidades

• Answer incoming calls and create tickets.
• Respond to user requests and register them.
• Provide solutions for reported issues.
• Perform scheduled maintenance tasks.

Conocimientos

Analytical skills

Excellent communication skills

Customer service

Self-motivation

Attention to detail

Herramientas

Jira

Confluence

Descripción del empleo

Here at SmallWorld Financial Services, we know how important it is to be able to support friends and family from abroad.

Put simply, we believe that the more people we can help transfer money to overseas family, friends and businesses, the smaller the world becomes.

Our employees are as diverse as our customer base and we value the sharing of skillsets and cultures that come with a truly international company present in several countries.

SmallWorld is one of the largest money transfer companies in the world.

We have a network of over 253,000 pick-up locations and a global team of over people who are responsible for over 15 million worldwide transactions each year.

Are you passionate about working for a global company that celebrates differences?

Do you want to empower people and families to support each other regardless of distance?

Then join us!

Let's make this big world into SmallWorld.

IT Service Desk Analyst

Modality: 100% remote work

Location: Tijuana, B.C

Key Responsibilities

• Answer all incoming calls and create a ticket by documenting the reported issue and all prominent details.
• Respond to user requests and register them
• Generate solutions for those problems reported by users
• Perform scheduled maintenance tasks
• Track tickets until they are resolved
• Provide quality service to customers
• Escalate service requests that require engineer level support.

Essential work skills

• Minimum 1-year knowledge of IT expected and demonstrable
• Strong analytical skills
• Self-motivated and high level of enthusiasm
• Have excellent communication skills both written and verbal
• Always deliver a high level of customer service
• Be able to work independently as well as part of the team
• Ability to pay close attention to detail while dealing with a robust flow of issues
• Ability to articulate technical information clearly and simply to non-technical people
• Knowledge of Jira and Confluence.

Schedule

• 35h a week
• 11:00 pm to 6:30 am local time (could vary starting at 12 or 1am)
• Shifts from Monday to Sunday (mainly Saturdays)

Want to know more about us?

#OurSmallWorld

INDHP