Service Desk Analyst - Guadalajara (Flexible Shifts)

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

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.