IT Service Desk Specialist, Puebla Mexico

System Soft Technologies; Puebla de Zaragoza; Presencial; MXN 400,000 - 600,000; Jornada completa

Descripción de la vacante

A leading technology company in Puebla is seeking an IT Service Desk Specialist. In this role, you will be the first point of contact for users experiencing IT issues. Responsibilities include providing first-level support, logging inquiries, and recommending improvements. We require strong problem-solving skills and proficiency in English. A competitive salary plus benefits is offered, along with a collaborative work environment that fosters professional growth.

Servicios

Competitive salary plus benefits

Opportunities for professional growth, training and development

Supportive and inclusive workplace

Formación

• Minimum of 1 year in a customer service role, preferable in a leadership position.
• Proficiency in English, additional languages are a plus.

Responsabilidades

• Provide first-level support for IT-related queries.
• Log, track, and manage inquiries using a problem management system.
• Identify and escalate critical issues requiring urgent attention.
• Suggest enhancements for support processes based on feedback.

Conocimientos

Problem-solving skills

Communication abilities

Customer-focused attitude

Familiarity with software and hardware technologies

Educación

High School Diploma or equivalent (Preparatoria)

Herramientas

ITSM (IT Service Management) foundation training

Descripción del empleo

Job Description – IT Service Desk Specialist, Puebla

System Soft Technologies is a leading technology company that provides innovative technical solutions and consulting services to enhance innovation, business value, and competitiveness. For over 24 years, our focus on becoming a trusted partner to each client has allowed us to become a $230MM+ company with a pool of over 1900 associates who cover the full spectrum of IT expertise. We are distinguished by our ability to anticipate the unique needs of our clients and deliver a level of quality that far exceeds their expectations.

Why System Soft Technologies?

At System Soft Technologies, we are a family unit powered by diversity, inclusion, transparency, respect, integrity and passion for our clients and our people. Our business growth depends on your professional development, as we collaborate, share ideas and innovation, and invest in our future. By forging a meaningful partnership with our people, we come together with the same purpose, exceeding our goals. This keeps us nimble, ahead of the competition, and on top of our industry. Our continued success begins with you.

Role Overview

As a Tier 1 IT Service Desk Specialist, you will be the first point of contact for users experiencing IT issues. This role requires a problem-solver with excellent communication skills who can provide efficient and effective solutions to hardware, software, and application-related problems.

Key Responsibilities

• Act as the initial point of contact for all IT-related queries, offering first-level support to users.
• Efficiently log, track, and manage inquiries using a problem management system, ensuring detailed documentation and a comprehensive history record.
• Rapidly identify critical issues needing urgent attention, and skillfully elevate or redirect them to the appropriate resources.
• Contribute to continuous improvement by providing insightful feedback on recurring problems and suggesting enhancements to support processes.

Qualifications

• Educational Requirement: High School Diploma or equivalent ("Preparatoria").
• Technical Proficiency: Completion of ITSM (IT Service Management) foundation training is essential. Familiarity with common software and hardware technologies.
• Professional Experience: At least 1 year in a customer service role, with a preference for candidates who have experience in a team leadership or coordination role.
• Language Skills: Proficiency in English is mandatory. Additional language skills are a plus.
• Personal Attributes: Strong problem-solving skills, exceptional communication abilities, and a customer-focused attitude.

Location and Work Environment

This position is based in Puebla, Mexico. The role requires working in-office to foster effective communication and teamwork. We offer a dynamic and collaborative work environment where every team member plays a critical role in our success.

What We Offer

• A competitive salary plus benefits package
• A supportive and inclusive workplace.
• Opportunities for professional growth, training and development.
• Exposure to a range of IT issues, ensuring a broadening of technical knowledge and expertise.

System Soft Technologies is a proud equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, sexual orientation, or any other characteristic protected by law.

We are committed to the full inclusion of all qualified individuals. If you are an individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to access job openings or apply for a job on this site as a result of your disability. You can request reasonable accommodations by contacting us at [e-mail].