Remote IT Service Desk Analyst

Resolv Global; Chihuahua; A distancia; MXN 142.000 - 189.000; Jornada completa

Descripción de la vacante

Resolv Global seeks a customer-focused Service Desk Analyst to join a fast-paced support environment serving end users across multiple service areas. The role emphasizes troubleshooting, clear communication, and structured incident handling in a remote work setting.

Candidates should have IT support experience, English proficiency, and the ability to work flexible hours including weekends. The position offers contract-based compensation with weekly payments and requires a wired Ethernet

Formación

• High school diploma or GED in Science, IT, or related professional work experience in IT or Desktop Support.
• Minimum of 2 years of experience in End User Services.
• Ability to maintain composure while troubleshooting technical issues.
• Ability to prioritize and multi-task in a fast-paced environment.
• Proficiency in English, both spoken and written.
• Basic skills in hardware, software, and user provisioning/administration.
• Proficiency in Windows and iOS environments.
• Familiarity with ITIL and Service Management practices.

Responsabilidades

• Provide first-level contact and convey resolutions to customer issues.
• Properly elevate unresolved queries to the next level of support.
• Track, route, and redirect problems to the correct resources.
• Update customer data and produce activity reports.
• Walk customers through the problem-solving process.
• Follow up with customers, provide feedback, and see problems through to resolution.
• Utilize excellent customer service skills and exceed customers' expectations.
• Ensure proper recording, documentation, and closure.
• Recommend procedure modifications or improvements.
• Preserve and grow your knowledge of Service Desk procedures, products, and services.

Conocimientos

Customer service

End user support

English proficiency

Troubleshooting

Team collaboration

Time management

Communication skills

Educación

High school diploma or GED

Herramientas

ServiceNow

Meraki

O365

Azure AD

Workspace ONE

Bomgar

Descripción del empleo

Resolv Global seeks a customer-focused Service Desk Analyst to join a fast-paced support environment serving end users across multiple service areas. The role emphasizes troubleshooting, clear communication, and structured incident handling in a remote work setting.

Candidates should have IT support experience, English proficiency, and the ability to work flexible hours including weekends. The position offers contract-based compensation with weekly payments and requires a wired Ethernet