Remote IT Help Desk Specialist

Resolv Global; Villahermosa; A distancia; MXN 144.226 - 192.301; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Independent contract

Descripción de la vacante

Resolv Global is seeking a Service Desk Analyst to provide first-line IT support for end users across multiple service areas. You will troubleshoot technical issues, guide users through solutions, and document outcomes in ServiceNow.

The role requires at least 2 years in End User Services, proficiency with Windows and iOS, strong communication, and the ability to work a flexible schedule in a remote environment.

Formación

• High school diploma or GED; IT or desktop support experience preferred.
• Minimum 2 years in End User Services.
• Proficient in English, both written and spoken.
• Able to work a flexible schedule including holidays and weekends.
• Experience with Windows and iOS environments; strong troubleshooting.

Responsabilidades

• Provide first-level contact and resolve customer issues.
• Elevate unresolved queries to higher support levels.
• Track and route problems to the appropriate resources.
• Update customer data and generate activity reports.
• Walk customers through problem-solving steps.
• Follow up with customers to ensure resolution.
• Maintain excellent customer service and exceed expectations.
• Record, document, and close service requests.
• Recommend improvements to procedures.

Conocimientos

Customer service

Troubleshooting

English proficiency

Teamwork

Communication

Educación

High school diploma or GED

Herramientas

ServiceNow

Office 365

Azure AD

Workspace ONE

Descripción del empleo

Resolv Global is seeking a Service Desk Analyst to provide first-line IT support for end users across multiple service areas. You will troubleshoot technical issues, guide users through solutions, and document outcomes in ServiceNow.

The role requires at least 2 years in End User Services, proficiency with Windows and iOS, strong communication, and the ability to work a flexible schedule in a remote environment.