Junior Service Desk Agent (Guadalajara, Hybrid)

Dr. Ing. h.c. F. Porsche AG; Región Centro; Presencial; MXN 180.000 - 240.000; Jornada completa

Descripción de la vacante

MHP Mexico is seeking a Junior Service Desk Agent to be the first point of contact for end users and help resolve IT issues with a focus on customer satisfaction. You will assist colleagues and customers with technical requests, escalating when needed and maintaining clear communication in a dynamic global team environment.

This role offers exposure to IT operations, a service-oriented mindset, and opportunities to develop technical and professional skills within an international setting.

Formación

• Proven experience in IT support, Service Desk, Technical Support or Customer Support.
• Excellent communication skills: listen, speak clearly, and communicate effectively.
• Strong problem-solving and prioritization abilities for basic technical issues.
• Customer-oriented, stays calm in challenging situations.
• Able to work in a team and communicate effectively.

Responsabilidades

• Serve as the first point of contact for customers seeking technical assistance by phone, portal, or email.
• Identify and assess customers' needs and prioritize requests.
• Provide support for basic IT system and application issues.
• Escalate requests that cannot be resolved within agreed service levels.
• Improve customer service, perception, and satisfaction.
• Maintain and update the Knowledge Base information.

Conocimientos

IT support experience

Excellent communication

Problem-solving

Customer-oriented

Teamwork

Descripción del empleo

ENABLING YOU TO SHAPE A BETTER TOMORROW.

• Code number: J000021614
• Organization: MHP Mexico

As a Junior Service Desk Agent, you will support MHP’s commitment to delivering outstanding IT services by acting as the first point of contact for end users. You will assist colleagues and customers with technical issues and service requests, ensuring efficient resolution, clear communication, and a high level of customer satisfaction. Through collaboration with our global team, continuous learning, and a service-oriented mindset, you will contribute to maintaining reliable IT operations while developing your technical and professional skills in a dynamic international environment.

Key Responsibilities

• Serving as the first point of contact for customers seeking technical assistance over the phone, support portal or email
• Identifying and assessing customers’ needs
• Support for basic customer issues and requests related to IT systems and applications
• Escalate service requests that cannot be scheduled within agreed service levels
• Improve customer service, perception, and satisfaction
• Maintain the Knowledge Base information

Important:

• Capability to work PM shift (1:30 pm to 10:00 pm, Monday through Friday)

Qualifications

• Proven experience in IT support, Service Desk, Technical Support or Customer Support
• Excellent Communication Skills: You will be listening and speaking to people by phone, often in some state of distress. Your ability to listen, speak plainly, and communicate effectively will be necessary
• Problem-solving skills: Ability to diagnose and resolve basic technical issues. You will need to be able to prioritize the most important situations
• Customer-oriented and cool-tempered
• Ability to work in a team and communicate effectively