IT Service Desk Analyst – On-Site Support (Mexico)

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

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.