Remote IT Service Desk Analyst - Customer-Focused Support

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

Descripción de la vacante

Resolv Global is seeking a customer-focused Service Desk Analyst to join a fast-paced support environment serving end users across multiple service areas. You will provide first-level contact, convey resolutions, and escalate complex issues to the next level of support while documenting all interactions.

The role requires troubleshooting skills, the ability to work across Windows and iOS environments, and a disciplined, schedule-flexible approach in a remote setting.

Formación

• High school diploma or GED in science or IT-related field.
• Minimum of 2 years in End User Services or IT support.
• Strong troubleshooting and customer-focused mindset.
• Experience with Windows and iOS environments.
• Ability to handle multiple tasks in a fast-paced setting.

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

English proficiency

Windows & iOS platforms

Problem solving

Team collaboration

Flexible schedule

Educación

High school diploma or GED

Herramientas

ServiceNow

Meraki

O365

Azure AD

Workspace One

Bomgar

Descripción del empleo

Resolv Global is seeking a customer-focused Service Desk Analyst to join a fast-paced support environment serving end users across multiple service areas. You will provide first-level contact, convey resolutions, and escalate complex issues to the next level of support while documenting all interactions.

The role requires troubleshooting skills, the ability to work across Windows and iOS environments, and a disciplined, schedule-flexible approach in a remote setting.