Onsite Service Desk Analyst — IT Support & SLA

Capgemini; Puebla de Zaragoza; Híbrido; MXN 100.000 - 167.000; Jornada completa

Descripción de la vacante

Capgemini in Puebla is seeking a Service Desk Analyst to deliver IT support for users, log and resolve incidents, and work with the IT team to handle more complex issues. The role is onsite and requires 0–1 year of experience in service desk or technical support.

Candidate should be ready for rotating shifts and weekend work as per operations. The position emphasizes strong customer service, teamwork, and proficiency with productivity tools.

Formación

• 0 to 1 year of experience in Service Desk or Technical Support.
• Experience assisting end users and ticket management is desirable.
• Willingness to work in rotating shifts and weekends/holidays.

Responsabilidades

• Provide multi-channel IT support to users via phone, email, chat, and service desk tools.
• Log, classify, follow up, and close incidents and requests.
• Provide first-level support for office productivity tools and corporate applications.
• Monitor SLA adherence and assist in ticket/task allocation.
• Document solutions and build knowledge bases for process improvement.

Conocimientos

Customer service

Incident management

Ticketing systems

Multichannel support

Team coordination

Educación

High school diploma or equivalent

Herramientas

Service desk tools

Microsoft Office / 365

Descripción del empleo

Capgemini in Puebla is seeking a Service Desk Analyst to deliver IT support for users, log and resolve incidents, and work with the IT team to handle more complex issues. The role is onsite and requires 0–1 year of experience in service desk or technical support.

Candidate should be ready for rotating shifts and weekend work as per operations. The position emphasizes strong customer service, teamwork, and proficiency with productivity tools.