Service Desk Analyst - Bilingüe

Carhartt; Santiago de Querétaro; Híbrido; MXN 201.000 - 301.000; Jornada completa

Descripción de la vacante

Carhartt is seeking a Service Desk Analyst to be the first point of contact for IT support, handling inquiries for corporate, remote, and Retail users. You will diagnose software and hardware issues, log incidents in ServiceNow, and monitor infrastructure dashboards to ensure prompt resolution.

Required is a Bachelor's degree in IT or equivalent, plus at least 2 years in help desk or technical support, with experience in MS Office/O365 and Windows 10/11.

Formación

• Bachelor's degree in Information Technology or equivalent experience preferred.
• Minimum of 2 years combined help desk or technical support experience.
• Experience supporting MS Office products, preferably O365, and Windows 10/11.
• Strong analytical and problem-solving abilities.
• Good understanding of computer systems, networks, and software applications.

Responsabilidades

• Provide first-level technical support to end-users (Corporate, remote and Retail).
• Diagnose and troubleshoot software and hardware issues.
• Log and track incidents and service requests in the ticketing system (ServiceNow).
• Monitor infrastructure dashboards related to network devices and servers.
• Obtain relevant information for issues that need escalation and escalate as needed.
• Maintain documentation of issues and solutions for future reference.
• Assist with setup and configuration of new hardware and software.
• Ensure compliance with IT policies and procedures.

Conocimientos

Help desk

Technical support

MS Office

O365

Windows 10/11

Analytical

Problem solving

Customer service

Teamwork

Independent working

Educación

Bachelor's degree in IT or equivalent

Herramientas

ServiceNow

MS Office

Windows 10/11

Descripción del empleo

The Service Desk Analyst serves as the first point of contact for IT support within the organization. Their primary responsibility is to provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware. They respond to queries either in person, over the phone, or via email, ensuring that all issues are resolved promptly and efficiently.

We Are All Leaders at Carhartt

In our words and by our actions, we strive to emulate the hardworking example set forth by our founder, Hamilton Carhartt. We Lead Business by creating value, delivering on results, and making changes along the way. We Lead Self by being dependable, because hardworking people count on us to have their back every day. We Lead Others by communicating and clearly defining the path as we walk bravely into the future. Working at Carhartt, we are all given a seat at the table and the honor of continuing the legacy.

Representative Responsibilities

• Provide first-level technical support to end-users (Corporate, remote and Retail)
• Diagnose and troubleshoot software and hardware issues.
• Log and track all incidents and service requests in the ticketing system (Service Now)
• Monitoring infrastructure dashboards related to Network devices, Servers, etc.
• Obtain relevant information for issues that need to be escalated.
• Escalate complex issues to higher-level support teams as necessary.
• Maintain documentation of issues and solutions for future reference.
• Assist with the setup and configuration of new hardware and software.
• Ensure compliance with IT policies and procedures.

Required Education

• Bachelor's degree in an Information Technology discipline or equivalent experience preferred

Required Skills & Experience

• Minimum of 2 years combined help desk and/or technical support experience
• Experience working in a collaborative and team-oriented environment is required; experience working in IT in a retail environment is a plus.
• Experience supporting MS Office products, preferably O365 products and Windows 10/11.
• Proven analytical and problem-solving abilities.
• Basic understanding of computer systems, networks, and software applications
• Ability to work independently and as part of a team
• Exceptional customer service orientation

Physical Requirements and Working Conditions

• Blend of remote and in-office, cubicle setting.
• Regular On-call; some travel required (up to 10%)
• Work hours determined by the Manager. Willing to work some weekends, if necessary, On-call as needed (24hours/7 days).
• Extended periods of time sitting, standing, typing on a computer is required.
• Flexibility with multiple schedules
• Carhartt is a tobacco free workplace.
• Carhartt is a tobacco free workplace.

Carhartt offers a competitive salary and benefits. Carhartt is committed to equal opportunity for all. Carhartt associates are hired, promoted, and rewarded on basis of skill, performance, and dedication and not influenced in any manner by race, color, religion, sex, age, national origin, veteran status, disability, or any other basis prohibited by applicable laws.

Please Note:

1. All associates are required to understand and act in accordance with the Carhartt Core Values. 2.Carhartt reserves the right to change, modify, suspend, interpret, or cancel in whole or in any part, the job duties outlined above at any time and without advance notice to the employe