Remote Service Desk Analyst (Level 1)

Dyopath; México; Remote; MXN 161,000 - 218,000; Full time

Benefits offered by this job

Major Medical Insurance covers you and

Life Insurance

Quarterly Bonus

Maternity/Paternity Time off

Remote work option

Annual leave

Job summary

DYOPATH is seeking a Service Desk Level 1 Analyst to support users remotely in Mexico. The role focuses on first-line technical assistance, ticket logging, and timely resolutions across desktops, laptops, printers, and basic networks.

The ideal candidate has 1–2 years in a technical support setting, strong customer service, and familiarity with Windows and MS Office. ITIL/CompTIA A+ credentials are a plus, with growth through training and certifications.

Qualifications

• 1-2 years of experience in a technical support role, preferably in a service desk environment.
• Strong customer service skills with the ability to explain technical information to non-technical users.
• Proficiency with Microsoft Office, Windows operating systems, and basic network troubleshooting.
• Knowledge of ITIL or similar frameworks is a plus.

Responsibilities

• Respond to incoming phone calls, emails, and chat messages requesting technical support.
• Log all service desk interactions in the ticketing system.
• Provide first-level support for desktop, laptop, printer, mobile device, software, and basic network issues.
• Resolve technical issues when possible and elevate when necessary.
• Ensure timely and accurate resolution of all service desk requests.
• Conduct follow-up with customers or employees to ensure satisfaction.

Skills

1-2 years experience in tech support

Customer service

MS Office

Windows OS

Basic networking

ITIL knowledge

Education

High school diploma or equivalent

Associate or bachelor’s degree preferred

Tools

IT ticketing systems

Job description

DYOPATH is seeking a Service Desk Level 1 Analyst to support users remotely in Mexico. The role focuses on first-line technical assistance, ticket logging, and timely resolutions across desktops, laptops, printers, and basic networks.

The ideal candidate has 1–2 years in a technical support setting, strong customer service, and familiarity with Windows and MS Office. ITIL/CompTIA A+ credentials are a plus, with growth through training and certifications.