On-site IT Service Desk Analyst – Bilingual EN/ES

Atradius; Ciudad de México; Sur place; MXN 223 000 - 279 000; Plein temps

Avantages offerts par ce poste

Competitive salary

Pension package

Flexible benefits

Résumé du poste

Atradius is seeking an IT Service Desk Analyst to provide first and second line technical support to internal staff. You will work with applications and systems to diagnose, analyze, and resolve staff IT issues, maintain records, and manage hardware inventories.

The role requires experience in IT service desks, strong communication, and expertise in Microsoft 365. It is an on-site position with travel flexibility across Mexico.

Qualifications

• 2 years of IT Service Desk or Call Centre experience.
• Incident management experience and strong 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.
• Willing to travel in Mexico and potentially to other countries.
• English and Spanish language skills. Portuguese is a plus.
• Available to work 100% on-site.

Responsabilités

• 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

Connaissances

IT service desk

Incident management

Microsoft 365

Windows 11

Intune

SCCM

Active Directory

Azure AD

MFA

SSO

Citrix

Zscaler

English

Spanish

Portuguese

On-site

Travel readiness

Outils

ServiceNow

Intune

SCCM

Description du poste

Atradius is seeking an IT Service Desk Analyst to provide first and second line technical support to internal staff. You will work with applications and systems to diagnose, analyze, and resolve staff IT issues, maintain records, and manage hardware inventories.

The role requires experience in IT service desks, strong communication, and expertise in Microsoft 365. It is an on-site position with travel flexibility across Mexico.