Remote IT Service Desk Specialist

Hitachi Automotive Systems Americas, Inc.; Ciudad de México; Híbrido; MXN 360.000 - 480.000; Jornada completa

Descripción de la vacante

Hitachi Digital Services in Mexico City invites a Service Desk Consultant to provide frontline IT support remotely. You will handle Tier 1 issues, manage tickets, and document steps to ensure smooth user experiences.

Ideal candidates have experience with Windows, Mac, Microsoft 365, and ticketing platforms such as ServiceNow, Zendesk, or Jira Service Management, plus strong communication and problem-solving abilities.

Formación

• Experience in customer service, technical support, or service desk with focus on end-user satisfaction.
• Knowledge of Windows and Mac operating systems and Microsoft 365 applications.
• Familiarity with ticketing platforms such as ServiceNow, Zendesk, or Jira Service Management and standard ticketing processes.

Responsabilidades

• Serve as the first point of contact for end users via phone, email, chat, and tickets.
• Troubleshoot Tier 1 hardware, software, printers, and basic networking issues.
• Escalate complex incidents to Tier 2/3 with complete documentation and troubleshooting details.
• Monitor queues, maintain SLA, and contribute to service improvements.

Conocimientos

Customer service

Technical support

End-user focus

Windows

Mac

Office 365

ServiceNow

Zendesk

Jira Service

Active Directory

Networking basics

Documentation

Communication

Herramientas

ServiceNow

Zendesk

Jira Service Management

Descripción del empleo

Hitachi Digital Services in Mexico City invites a Service Desk Consultant to provide frontline IT support remotely. You will handle Tier 1 issues, manage tickets, and document steps to ensure smooth user experiences.

Ideal candidates have experience with Windows, Mac, Microsoft 365, and ticketing platforms such as ServiceNow, Zendesk, or Jira Service Management, plus strong communication and problem-solving abilities.