Service Desk Analyst

HCLTech; Región Centro; Presencial; MXN 167.400 - 279.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Life insurance

Major Medical Expenses Insurance

Minor Medical Expense Insurance

Savings Fund

30 days as Christmas Bonus

12 days of vacation in the first year

Descripción de la vacante

HCLTech is looking for a customer support professional in Mexico, Jalisco to provide hardware, software, and network problem resolution via various communication channels. Candidates should have 2-3 years of relevant experience and a high school certificate. Proficiency in English and tools like Citrix and ServiceNow is required. The role comes with a competitive benefits package including life insurance, medical expenses insurance, vacation days, and continuous training opportunities.

Formación

• 2-3 years of experience in similar role.
• Thorough knowledge of troubleshooting remote access issues.
• Empathy with end users.

Responsabilidades

• Provide hardware/software/network problem diagnosis/resolution via telephone/email/chat or videocall for customer end users.
• Classify Service Calls according to the specified options.
• Coordinate with level 2 and 3 support staff.

Conocimientos

Customer-focused

Good written English communication skills

Ability to articulate and speak with clear voice

Educación

High school certificate

Herramientas

Citrix

ServiceNow

Active Directory

VPN connections

Descripción del empleo

Responsibilities

• Provide hardware/software/network problem diagnosis/resolution via telephone/email/chat or videocall for customer 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.

Qualifications

• 2-3 years of experience in similar role.
• High school certificate.
• Customer-focused.
• Time availability required.
• Thorough knowledge of troubleshooting remote access issues.
• Ability to articulate and speak with clear voice.
• Empathy with end users.
• Good written English communication skills.
• Experience with Citrix, ServiceNow, Active Directory and VPN connections.
• Fluent English and schedule availability.

Benefits

We offer a competitive package that includes

• Life insurance.
• Major Medical Expenses Insurance.
• Minor Medical Expense Insurance.
• Savings Fund.
• 30 days as Christmas Bonus.
• 12 days of vacation in the first year, increasing 2 days as dictated by law.
• Additionally, we provide continuous training and development opportunities to help our employees achieve their professional goals.