Remote IT Service Desk Analyst

Resolv Global; Tuxtla Gutiérrez; A distancia; MXN 142.000 - 213.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Weekly pay

Independent Contract

Descripción de la vacante

Resolv Global is seeking a Service Desk Analyst to join a fast-paced support environment. The role emphasizes customer focus, troubleshooting, and providing timely resolutions to end users across multiple service areas.

The position requires availability across a broad operating schedule and an ability to work in a performance-driven remote environment with ongoing learning and improvement opportunities.

Formación

• High school diploma or GED in IT or related field
• Minimum 2 years in End User Services/IT support
• Fluent in English (spoken and written)
• Proficiency with Windows and iOS environments
• Experience with Service Desk tools (ServiceNow) and ITIL concepts
• Ability to troubleshoot and stay composed under pressure
• Strong communication with technical teams and end users

Responsabilidades

• Provide first-level contact and convey resolutions to customer issues.
• Elevate unresolved queries to next support level.
• Track, route, and redirect problems to correct resources.
• Update customer data and produce activity reports.
• Walk customers through problem-solving steps.
• Follow up with customers to ensure resolution.

Conocimientos

Customer service

Troubleshooting

Multitasking

English proficiency

Communication

Educación

High school diploma or GED

Herramientas

ServiceNow

Meraki

O365

Azure AD

Workspace ONE

Bomgar

Descripción del empleo

We are currently seeking a customer-focused and technically skilled Service Desk Analyst to join a fast-paced support environment serving end users across multiple service areas.

This role is ideal for someone with prior IT support or Service Desk experience who enjoys troubleshooting technical issues, helping users, and working in a structured support environment.

The successful candidate must be comfortable supporting users across a wide operating schedule and working in a performance-driven remote environment.

Key Responsibilities

• 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.

Availability Requirements

Candidates must be fully flexible and available to support the following operating hours:

• Monday-Friday: 7:00 AM - 7:30 PM CST
• Saturday: 6:00 AM - 6:30 PM CST
• Sunday: 6:00 AM - 5:30 PM CST

Compensation

• $6.50 USD per hour
• Paid weekly in arrears
• Independent Contract

Technical Requirements (Non-Negotiable)

To be considered for this role, candidates must have the following:

• Stable wired fibre Ethernet internet connection (Wi-Fi-only connections are not accepted)
• Backup power solution, such as a UPS or inverter
• Professional wired USB headset with microphone
• A dual monitor setup is preferred for productivity and workflow management

Hiring Process

Our hiring process includes multiple stages to ensure the right fit for both the role and the client environment.

The process includes:

• Resume Review
• Pre-Screen Questionnaire
• One-Way Video Interview
• Pre-Screen Interview
• Final Interview

Requirements

Required Experience & Qualifications

• High school diploma or GED equivalent in Science, Information Technology, or related professional work experience in IT or Desktop Support
• Minimum of 2 years of experience working in an End User Services capacity
• Ability to maintain composure and customer focus while troubleshooting and solving technical issues.
• Ability to prioritize and multi-task in a fast-paced environment.
• Ability to work successfully as part of a team.
• Ability to work a flexible schedule inclusive of holidays and weekends.
• Proficiency in English, both spoken and written.
• Basic skills related to hardware, software, and user provisioning/administration.
• Basic troubleshooting and problem-solving skills
• Proficiency in managing both Windows and iOS environments.
• Working knowledge of managing common infrastructure technologies and tools (Meraki, O365, Azure AD, Workspace One, Bomgar)
• Working knowledge of Service Desk software (ServiceNow)
• Understanding of ITIL and Service Management practices
• Ability to communicate effectively, both written and verbally, with technical teams, business partners, and end users
• Ability to coordinate and prioritize multiple tasks simultaneously while maintaining attention to detail and quality.

Preferred Experience

• Experience working in a help desk or customer support environment.
• Experience working with computer networks & internet software.