Remote IT Service Desk Analyst — Customer-Focused Support

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

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.