Office 365 Service Desk L1 - Hybrid IT Support

Kelly México; Ciudad de México; Hybride; MXN 203 000 - 243 000; Plein temps

Avantages offerts par ce poste

Benefits required by Mexican labor law

Life insurance

Monthly groceries voucher

VRIM medical assistance membership

Résumé du poste

Kelly México is seeking an L1 Service Desk professional for Office 365 to join a hybrid work environment. You will handle incidents, support users across channels, and work with regional teams to resolve issues efficiently. A completed degree in IT/CS and at least one year of relevant experience are required.

Responsibilities include configuring and updating software and devices, maintaining ticketing processes, and creating knowledge base articles while ensuring customer satisfaction.

Qualifications

• Bachelor’s or Engineering degree in IT/CS or related field.
• Minimum 1 year of relevant experience in a service desk.
• Proficiency with Microsoft 365 and ITIL-based processes.

Responsabilités

• Manage and follow up on incidents through ticketing systems.
• Provide user support via phone, email, chat and help desk platforms.
• Diagnose, analyze, and resolve technical issues related to software, hardware and devices.
• Configure, install and update applications and technology devices.
• Escalate and coordinate complex incidents with regional/global teams until resolution.
• Monitor ticket status to ensure timely response and resolution.
• Document incidents, solutions and procedures to maintain knowledge base articles.
• Provide ongoing follow-up with users to ensure proper issue resolution and satisfaction.

Connaissances

English proficiency

Ticketing systems experience

Customer support

ITIL knowledge

Formation

Bachelor's or Engineering Degree in Information Systems / Computer Science

Outils

Microsoft 365

Ticketing systems

Description du poste

Kelly México is seeking an L1 Service Desk professional for Office 365 to join a hybrid work environment. You will handle incidents, support users across channels, and work with regional teams to resolve issues efficiently. A completed degree in IT/CS and at least one year of relevant experience are required.

Responsibilities include configuring and updating software and devices, maintaining ticketing processes, and creating knowledge base articles while ensuring customer satisfaction.