Remote IT Service Desk Analyst

Resolv Global; Pachuca; Híbrido; 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 IT support team. You will handle first-level requests, troubleshoot issues, and guide users through solutions across Windows and iOS environments.

The ideal candidate has at least 2 years in End User Services, strong English communication, and experience with common IT tools. This contract role emphasizes reliability and customer satisfaction.

Formación

• High school diploma or GED in IT or related field.
• 2+ years in End User Services or IT support roles.
• Ability to troubleshoot technical issues and maintain composure under pressure.
• Strong written and verbal English communication skills.
• Experience across Windows and iOS environments.

Responsabilidades

• Provide first-level contact and resolve routine customer issues.
• Escalate unresolved queries to the next level when needed.
• Track, route, and redirect problems to appropriate resources.
• Update customer data and generate activity reports.
• Guide customers through problem-solving steps and follow up until resolution.
• Maintain thorough records of interactions and outcomes.
• Suggest improvements to Service Desk procedures and tools.

Conocimientos

Customer service

Troubleshooting

Communication

Teamwork

Time management

English proficiency

Educación

High School Diploma or GED

Herramientas

Meraki

Office 365

Azure AD

Workspace ONE

Bomgar

ServiceNow

Descripción del empleo

Resolv Global seeks a customer-focused Service Desk Analyst to join a fast-paced IT support team. You will handle first-level requests, troubleshoot issues, and guide users through solutions across Windows and iOS environments.

The ideal candidate has at least 2 years in End User Services, strong English communication, and experience with common IT tools. This contract role emphasizes reliability and customer satisfaction.