IT Service Desk Analyst Mexico, Cdmx

Atradius N.V. (Italy); Ciudad de México; On-site; MXN 223,000 - 279,000; Full time

Benefits offered by this job

Competitive salary

Pension package

Flexible benefits

Job summary

Atradius IT team in Mexico City is seeking an IT Service Desk Analyst to provide first and second line support for internal staff. You will diagnose, resolve, and report on IT issues, maintain asset records, and manage hardware inventories.

Qualified candidates will have 2 years in IT service desks, strong Microsoft 365 knowledge, and experience with Intune, SCCM, and ServiceNow. The role is 100% on-site with travel within Mexico possible.

Qualifications

• 2 years experience in an IT Service Desk and/or Call Centre.
• Incident Management experience with business communications.
• Expertise in Microsoft 365 ecosystem (Exchange Online, Teams, SharePoint, OneDrive, Office).
• Windows 11 and mobile device platforms knowledge.
• Endpoint management tools (Intune, SCCM) and processes.
• Identity and access management (AD, Azure AD, MFA, SSO).
• Familiar with remote working solutions (Citrix, Zscaler, Microsoft).
• Proficient in English and Spanish; Portuguese is a plus.
• Willingness to travel within Mexico and potentially other countries.
• Available to work 100% on-site.

Responsibilities

• Act as a single point of contact for staff IT issues via phone and email.
• Log and manage calls from internal staff via telephone, Self Service Portal and email.
• Maintain Asset Database and track changes.
• Provide 1st and 2nd line IT support for software, hardware, and devices.
• Troubleshoot basic network issues and escalate where needed.
• Log all calls in ServiceNow and track status with users.
• Communicate progress and ensure high level of customer service.
• Follow service management principles in daily work.

Skills

IT Service Desk

Incident Management

Microsoft 365

Windows 11

Intune

Azure AD

Remote working solutions

English & Spanish

On-site work

Tools

Intune

SCCM

ServiceNow

Job description

The Atradius Group provides trade credit insurance, surety and collections services worldwide, and has a presence through 160 offices in 52 countries. The products offered by Atradius protect companies around the world against the default risks associated with selling goods and services on credit.

At Atradius, we believe in personal development and the Growth Mindset. Our Culture is based on teamwork, reliable accountability, constantly improving and unrivalled service. Read on more on our Career site: https://careers.atradius.com/en/careers .

Job Description

The IT Service Desk Analyst will provide first and second line technical support to internal staff. The Analyst will work with applications and systems to perform analysis, diagnosis, and resolution of staff problems. Also, it will be responsible of duties including maintaining user records, preparing reports, and managing hardware inventories.

In this position your key responsibilities will be:

• Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries
• Receiving, logging and managing calls from internal staff via telephone, Self Service Portal and email
• Maintaining an Asset Database and track changes
• 1st and 2nd line support - troubleshooting of IT related problems from in-house software to hardware, such as Smartphones, Laptops, PCs and Printers
• Troubleshoot basic network issues
• Escalate unresolved calls to the infrastructure support team
• Log all calls in the Service Desk Call Logging system (Service Now)
• Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
• To maintain a high degree of customer service for all support queries and adhere to all service management principles

What qualification should you have? The ideal candidate will have the following profile:

Required qualifications:

• 2 years experience in an IT Service Desk and/or Call Centre required with strong communication skills
• Incident Management experience – Managing incidents including business expectations and communication
• Expertise in Microsoft 365 ecosystem (Exchange Online, Teams, SharePoint, OneDrive, Office)
• Windows 11 and mobile device platforms
• Endpoint management tools (Intune, SCCM) and processes
• Identity and access management (Active Directory, Azure AD, MFA, SSO)
• Familiar with remote working solutions from Citrix, Zscaler and Microsoft
• Willingness to travel in Mexico and potential to other countries
• English and Spanish language skills. Portuguese is a plus
• Available to work 100% on-site

Other qualifications:

• An ITIL qualification is preferable but not essential

What do we offer?

• A dynamic, international and challenging work environment
• Training and support to reach your full potential including the opportunity for continuous professional development
• Attractive terms and conditions, including competitive salary, pension package and a range of flexible benefits and rewards
• Challenging tasks with individual development and training opportunities
• Salary range $20,000-$25,000 mxn

Equal opportunities for all

The success of our organisation stands with the quality of our people and the ideas they have. Insights and innovative solutions for our customers are the result of an interplay of cultures, knowledge and experience. That is why diversity is extremely important to Atradius. To ensure that all colleagues within Atradius can develop their qualities, we promote an inclusive culture in which everyone feels involved and valued. We encourage and welcome everyone to apply to our positions.

Do you have any questions about our offer? Carla Ceballos and Minerva Cano, Human Resources, are available by e-mail [e-mail] and [e-mail]

I am Atradius! - Do you want to know who we are?
Get to know Atradius colleagues in this video: https://www.youtube.com/watch?v=NnsgT04OpTU&t=4s

Atradius is a global provider of credit insurance, bond and surety, collections and information services, with a strategic presence in over 50 countries. The products offered by Atradius protect companies around the world against the default risks associated with selling goods and services on credit. Atradius is a member of Grupo Catalana Occidente (GCO.MC), one of the largest insurers in Spain and one of the largest credit insurers in the world.

You can find further information on our website: https://group.atradius.com

Title: IT Service Desk Analyst Mexico, Cdmx