Remote IT Service Desk Analyst - User-First Support

Resolv.Global; México; Remote; MXN 152,000 - 202,000; Full time

Job summary

Resolv.Global seeks a Service Desk Analyst to provide first-line IT support and guide users through solutions across multiple service areas. You will document issues, escalate when needed, and maintain accurate records.

Candidates should have 2+ years in End User Services, strong written and verbal English, and experience with Windows/iOS environments, ServiceNow, and ITIL basics. Remote-friendly, customer-focused role.

Qualifications

• Minimum 2 years in End User Services or IT support.
• Proficient English written and spoken.
• Familiar with Windows and iOS environments.
• Knowledge of ITIL and Service Management practices.

Responsibilities

• Provide first-level contact and convey resolutions to customer issues.
• 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 and ensure resolution.

Skills

Customer service

Troubleshooting

Communication

English skills

Multitasking

Teamwork

Flexible schedule

Problem-solving

IT knowledge

Education

High school diploma or GED

Tools

Meraki

O365

Azure AD

Workspace One

Bomgar

ServiceNow

Job description

Resolv.Global seeks a Service Desk Analyst to provide first-line IT support and guide users through solutions across multiple service areas. You will document issues, escalate when needed, and maintain accurate records.

Candidates should have 2+ years in End User Services, strong written and verbal English, and experience with Windows/iOS environments, ServiceNow, and ITIL basics. Remote-friendly, customer-focused role.