Service Desk Analyst: IT Troubleshooting & Customer Support

HCLTech; Región Centro; On-site; MXN 167,400 - 279,000; Full time

Benefits offered by this job

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

Job summary

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.

Qualifications

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

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.
• Coordinate with level 2 and 3 support staff.

Skills

Customer-focused

Good written English communication skills

Ability to articulate and speak with clear voice

Education

High school certificate

Tools

Citrix

ServiceNow

Active Directory

VPN connections

Job description

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.