Service Desk Analyst

Deloitte Americas Delivery Mexico; Región Centro; Presencial; MXN 201.000 - 335.000; Jornada completa

Descripción de la vacante

Deloitte Consulting LLP is seeking an experienced Service Desk Analyst to provide Tier 1 support from the Guadalajara location. You will handle end-user inquiries via phone, email, and chat, log activities, and coordinate with higher-level teams to resolve issues.

You will join a team focused on enabling Deloitte clients with reliable IT service and secure access while adhering to SOPs and security requirements. The role requires 1–3+ years in a similar setting and strong English communication.

Formación

• 1–3+ years of consulting and/or industry experience.
• Completion of course of study/ Egresado in Computer Science/IT/Computer Engineering, or any pertinent field or industry, or equivalent years of experience.
• Advanced English level.
• Willingness to work in flexible shifts and eligibility for background verification, given the credentialing nature of the role.
• Good verbal and written communication skills for interactions across chat, phone, and face-to-face/video sessions
• Basic understanding of IT systems, applications, and ticketing/tracking tools
• Comfort working with credential and password reset systems, along with basic troubleshooting ability
• Ability to strictly follow detailed, time-bound SOPs with minimal deviation and high consistency
• Comfort operating video conferencing tools and kiosk-based hardware/software interfaces
• Strong attention to detail for identity validation, data accuracy, and documentation
• Alertness and observational skills to flag inconsistencies for escalation
• Punctuality and discipline to manage scheduled, appointment-based workflows
• Prior experience in IT helpdesk, BPO/voice process, or identity verification/security-compliance roles preferred

Responsabilidades

• Provide Tier 1 technical support to end users remotely via phone, web tools, and email.
• Handle initial inquiries by phone or email from customers.
• Log call and email activity.
• Manage help desk software or ticketing system.
• Troubleshoot and manage basic software, hardware, or network problems.
• Act as a liaison between end users and Tier 2 & 3 support if necessary.

Conocimientos

Tier 1 support

English proficiency

Communication skills

IT fundamentals

Ticketing tools

Educación

Bachelor's degree in CS/IT/related

Herramientas

Ticketing system

Descripción del empleo

Service Desk Analyst (Guadalajara) – Americas Delivery Mexico (ADMX)

Are you an experienced, passionate pioneer in technology? A Service Analyst who wants to work in a collaborative environment? As an experienced Service Desk Analyst, you will have the ability to share new ideas and collaborate on projects as a consultant without the extensive demands of travel. Americas Delivery Mexico (ADMX) leverages scale and talent to provide high quality, cost-effective service to our clients.

ADMX is a member of the Global Delivery Network which has presence across the world with Delivery centers in the United States, Romania, India, Spain, China, and the Philippines. ADMX is in Queretaro, Mexico. We provide consulting services to help our clients achieve a higher level of service in operational efficiency and business value. We are a team of professionals passionate about serving clients with distinction and learning, and we are driven by our purpose: Making an impact that matters for our clients, our people, and society.

Work you’ll do/Responsibilities

As an Analyst you will function as an integrator between business needs and technology solutions, helping to create solutions to meet clients’ business needs. Analysts gain exposure to multiple industries while demonstrating an awareness of the full breadth of services offered by Deloitte Consulting LLP .

• Provide Tier 1 technical support to end users remotely via phone, web-based tools, and email.
• Handle initial inquiries by phone or email from customers
• Log call and email activity
• Manage help desk software or ticketing system
• Troubleshoot and manage basic software, hardware, or network problems.
• Act as a liaison between end users and Tier 2 & 3 support if necessary.

The Team

Join our AI & Engineering team in transforming technology platforms, driving innovation, and helping make a significant impact on our clients' success. You’ll work alongside talented professionals in reimagining and re‑engineering operations and processes that are critical to businesses. Your contributions can help clients improve financial performance, accelerate new digital ventures, and fuel growth through innovation.

AI & Engineering leverages cutting‑edge engineering capabilities to build, deploy, and operate integrated/verticalized sector solutions in software, data, AI, network, and hybrid cloud infrastructure. These solutions are powered by engineering for business advantage, transforming mission‑critical operations. We enable clients to stay ahead with the latest advancements by transforming engineering teams and modernizing technology & data platforms. Our delivery models are tailored to meet each client’s unique requirements.

Qualifications

Required

Hiring location: Guadalajara, Jalisco.

• 1-3+ years of consulting and/or industry experience.
• Completion of course of study/ Egresado in Computer Science/IT/Computer Engineering, or any pertinent field or industry, or equivalent years of experience.
• Advanced English level.
• Willingness to work in flexible shifts and eligibility for background verification/security clearance, given the credentialing nature of the role.
• Good verbal and written communication skills for interactions across chat, phone, and face‑to‑face/video sessions
• Basic understanding of IT systems, applications, and ticketing/tracking tools
• Comfort working with credential and password reset systems, along with basic troubleshooting ability
• Ability to strictly follow detailed, time‑bound SOPs with minimal deviation and high consistency
• Comfort operating video conferencing tools and kiosk‑based hardware/software interfaces
• Strong attention to detail for identity validation, data accuracy, and documentation
• Alertness and observational skills to flag inconsistencies (blurry video, mismatched ID, suspicious behavior) for escalation
• Punctuality and discipline to manage scheduled, appointment‑based workflows (e.g., 30‑minute slots)
• Prior experience in IT helpdesk, BPO/voice process, or identity verification/security‑compliance roles preferred

Applicants must be legally authorized to work in Mexico at the time of hire; limited sponsorship may be available for this role based on business needs and applicable law.

Benefits

At Deloitte, we know that great people make a great organization. We value our people and offer employees a broad range of benefits. Learn more about what working at Deloitte can mean for you.

Our people and culture

Our inclusive culture empowers our people to be who they are, contribute to their unique perspectives, and make a difference individually and collectively. It enables us to leverage different ideas and perspectives and bring more creativity and innovation to help solve our clients' most complex challenges. This makes Deloitte one of the most rewarding places to work.

Professional development

From entry‑level employees to senior leaders, we believe there’s always room to learn. We offer opportunities to build new skills, take on leadership opportunities and connect, and grow through mentorship. From on‑the‑job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their career.

Accommodations

We are committed to providing equal opportunity and reasonable accommodation for people with disabilities. To request a reasonable accommodation, contact our Talent Relations team at

As used in this posting, "Deloitte" means Deloitte Consulting LLP, a subsidiary of Deloitte LLP. Please see www.deloitte.com/us/about for a detailed description of the legal structure of Deloitte LLP and its subsidiaries.