Service Desk Agent

HCLTech; Región Centro; Presencial; MXN 180.000 - 240.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Life insurance

Major Medical Expenses Insurance (sp/3

Minor Medical Expense Insurance

Savings Fund 13%

Food vouchers

30 days bonus

12 days vacation

Descripción de la vacante

HCLTech in Mexico is seeking a Service Desk Agent to provide first-line support for hardware, software, and network issues for end users. You will diagnose problems via phone, email, chat or videocall and route complex cases to Level 2/3 teams with knowledge base support.

We require 2-3 years in a similar role, a high school certificate, strong customer focus, empathy, and fluent written English. The position is 100% onsite with a rotating shift and 24/7 operation, offering life and medical

Formación

• 2-3 years of experience in similar role.
• High school certificate required.
• Customer-focused with empathy and good listening skills.
• Strong English writing abilities for end-user communication.
• Ability to troubleshoot remote access issues and use IT tools.

Responsabilidades

• Provide hardware/software/network problem diagnosis via phone/email/chat or videocall.
• Classify service calls and route to 2nd/3rd level IT support as needed.
• Coordinate with Level 2/3 teams to resolve issues for end users.
• Maintain clear, professional communication with customers.

Conocimientos

Service Desk

Customer-focused

Empathy

Clear communication

English writing

Educación

High school certificate

Herramientas

Citrix

ServiceNow

Active Directory

VPNs

Descripción del empleo

HCLTech is a global technology company, home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending September 2024 totaled $13.7 billion.

Working Model: 100% Onsite, 2 days off per week, rotational shift, 24/7 operation.

Required English Proficiency Level: C1, please share your resume in English

We are looking for a Service Desk Agent

Job Description:

Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat or videocall for customer’s end users Classify Service Calls according to the specified options.

Route problems to internal 2nd and 3rd level IT support staff using knowledge base articles.

Coordinate with level 2 and 3 and support staff that provide hardware / software / network problem resolution.

Skills:

2-3 years of experience in similar role

High school certificate

Customer-focused

Time availability is required.

Thorough knowledge of troubleshooting remote access issues

Able to articulate and speak with clear voice

Must have empathy with end users

Good writing techniques (English)

Experience with: Citrix, ServiceNow, Active Directory and connections to VPNs

What we offer:

• Life insurance
• Major Medical Expenses Insurance (extends to spouse and children under 25 years of age, if applicable).
• Minor Medical Expense Insurance.
• Savings Fund 13% (up to MXN $4,400 monthly)
• Food vouchers 10% (up to MXN $3,400 monthly)
• 30 days bonus
• 12 days of vacation in the first year, increasing by 2 as dictated by law.

For latest updates, follow our page: https://mx.linkedin.com/showcase/hcltech-mexico/