Service Desk Analyst – Level 1 Bilingual Voice & Chat Support

DXC Technology Company; Ciudad de México; Hybrid; MXN 223,000 - 357,000; Full time

Job summary

DXC Technology in Mexico City is seeking a bilingual Service Desk Analyst (Level 1) to provide frontline IT support in Spanish and English across voice, chat, and email channels. You will diagnose, document, and resolve common incidents, with escalation when needed, while maintaining clear communication and customer focus.

The role covers Windows, Outlook, browsers, VPN, and remote support, offering hands‑on experience across end‑user technologies in a dynamic bilingual environment.

Qualifications

• Technical degree, bachelor’s degree, or undergraduate studies, completed or in progress, in Information Technology, Computer Science, Systems, Engineering, or a related field.
• Minimum of 1 year of experience providing user support through phone, chat, and/or email channels in a Service Desk, Help Desk, IT Support, Technical Support, or similar customer‑facing technical environment.
• Advanced proficiency in Spanish and English, with strong verbal and written communication skills. Advanced English proficiency is mandatory.
• Customer‑service mindset, with strong empathy, professionalism, and a willingness to support end users.
• Strong problem‑solving skills with the ability to identify, diagnose, and resolve Level 1 technical incidents efficiently.
• Ability to identify cases requiring specialized support and elevate them to the appropriate technical team.
• Strong verbal and written communication skills, including the ability to explain technical information clearly and simply to end users.
• Basic knowledge of current Windows operating systems and desktop environments.
• Basic knowledge of Microsoft Outlook and common email‑related troubleshooting.
• Familiarity with Google Chrome, Microsoft Edge, and troubleshooting common browser and web access issues.
• Basic understanding of desktop and laptop hardware, peripherals, printers, and authorized end‑user applications.
• Familiarity with ITSM or ticketing platforms such as ServiceNow, Remedy, Zendesk, Jira, or similar tools.
• Basic knowledge of remote support and remote access tools such as LogMeIn, AnyDesk, Remote Desktop Manager, or similar solutions.
• Basic understanding of networking and connectivity concepts, including VPN, Wi‑Fi, IP addresses, DNS, Internet access, and network connectivity.
• Ability to accurately document incidents, service requests, troubleshooting steps, actions, and resolutions.
• Ability to manage multiple user interactions and work effectively in a fast‑paced support environment.
• Commitment to maintaining the confidentiality and security of user, client, and organizational information.
• Availability to work flexible or rotating schedules according to operational requirements.

Responsibilities

• Provide Level 1 technical support to end users through voice, chat, and email channels in Spanish and English.
• Receive, log, classify, diagnose, troubleshoot, and document incidents and service requests using the designated ITSM/ticketing platform.
• Perform initial technical diagnosis and apply established Level 1 troubleshooting procedures to resolve incidents efficiently.
• Aim to resolve incidents at first contact whenever their complexity and established procedures allow.
• Troubleshoot common Windows issues, including login, performance, applications, devices, files, folders, permissions, and user settings.
• Provide basic support for Microsoft Outlook, including email send/receive issues, profiles, accounts, calendars, inboxes, and connectivity.
• Support common web browsers, including Google Chrome and Microsoft Edge, and troubleshoot basic access, cache, cookies, and web application issues.
• Provide basic remote support for desktop and laptop computers, peripherals, printers, and authorized applications and devices.
• Use remote access tools such as LogMeIn, AnyDesk, Remote Desktop Manager, or similar solutions to diagnose and support users in accordance with established procedures and permissions.
• Perform initial troubleshooting for VPN, Internet, Wi‑Fi, IP addressing, DNS, and basic network connectivity issues.
• Identify incidents that require specialized technical support and expedite them promptly to the appropriate support group.
• Keep users informed about the progress and status of their incidents and service requests.
• Accurately document symptoms, diagnosis, troubleshooting steps, actions performed, and resolutions in the ticketing system.
• Follow established Service Desk processes, service levels, quality standards, procedures, and knowledge documentation.
• Use available knowledge bases and technical documentation to support troubleshooting and incident resolution.
• Collaborate with other IT support teams to ensure the timely resolution of incidents and service requests.
• Maintain professional, clear, and customer-focused communication throughout every user interaction.
• Protect confidential user, client, and organizational information and comply with applicable security policies and procedures.
• Continuously develop technical and customer service skills through hands‑on experience and training.

Skills

Bilingual Spanish/English

Customer service mindset

Strong problem solving

Multitasking

Professional communication

Education

IT/CS related degree

Tools

ServiceNow

Remedy

Zendesk

Jira

LogMeIn

AnyDesk

Remote Desktop Manager

VPN

Job description

Job Description:

About DXC

DXC helps global companies run their mission-critical systems and operations while modernizing IT, optimizing data architectures, and ensuring security and scalability across public, private, and hybrid clouds. Our 125,000+ people in 70+ countries deliver transformative technologies to ensure success, safety, and well-being for businesses worldwide.

About the Role

The Service Desk Analyst – Level 1 provides bilingual (Spanish and English) first-level IT support to end users through voice, chat, and email channels. This role focuses on delivering a high-quality customer experience by identifying, diagnosing, troubleshooting, and resolving common technical issues while ensuring incidents and service requests are accurately documented and escalated when specialized support is required.

In this position, you will support users with issues related to Windows environments, Microsoft Outlook, web browsers, connectivity, VPN access, desktops, laptops, peripherals, and common end-user applications. You will use ITSM and remote support tools to diagnose and resolve incidents, follow established Service Desk procedures and service levels, and collaborate with specialized support teams when escalation is required.

You will also be responsible for keeping users informed about the status of their requests, maintaining accurate technical documentation, protecting confidential information, and contributing to a professional, customer-focused support experience.

This is an excellent opportunity for someone interested in developing a career in Service Desk and IT support while gaining hands‑on experience across a broad range of end-user technologies in a dynamic, customer-focused, and bilingual environment.

Essential Job Functions

• Provide Level 1 technical support to end users through voice, chat, and email channels in Spanish and English.
• Receive, log, classify, diagnose, troubleshoot, and document incidents and service requests using the designated ITSM/ticketing platform.
• Perform initial technical diagnosis and apply established Level 1 troubleshooting procedures to resolve incidents efficiently.
• Aim to resolve incidents at first contact whenever their complexity and established procedures allow.
• Troubleshoot common Windows issues, including login, performance, applications, devices, files, folders, permissions, and user settings.
• Provide basic support for Microsoft Outlook, including email send/receive issues, profiles, accounts, calendars, inboxes, and connectivity.
• Support common web browsers, including Google Chrome and Microsoft Edge, and troubleshoot basic access, cache, cookies, and web application issues.
• Provide basic remote support for desktop and laptop computers, peripherals, printers, and authorized applications and devices.
• Use remote access tools such as LogMeIn, AnyDesk, Remote Desktop Manager, or similar solutions to diagnose and support users in accordance with established procedures and permissions.
• Perform initial troubleshooting for VPN, Internet, Wi‑Fi, IP addressing, DNS, and basic network connectivity issues.
• Identify incidents that require specialized technical support and expedite them promptly to the appropriate support group.
• Keep users informed about the progress and status of their incidents and service requests.
• Accurately document symptoms, diagnosis, troubleshooting steps, actions performed, and resolutions in the ticketing system.
• Follow established Service Desk processes, service levels, quality standards, procedures, and knowledge documentation.
• Use available knowledge bases and technical documentation to support troubleshooting and incident resolution.
• Collaborate with other IT support teams to ensure the timely resolution of incidents and service requests.
• Maintain professional, clear, and customer-focused communication throughout every user interaction.
• Protect confidential user, client, and organizational information and comply with applicable security policies and procedures.
• Continuously develop technical and customer service skills through hands‑on experience and training.

Basic Qualifications

• Technical degree, bachelor’s degree, or undergraduate studies, completed or in progress, in Information Technology, Computer Science, Systems, Engineering, or a related field.
• Minimum of 1 year of experience providing user support through phone, chat, and/or email channels in a Service Desk, Help Desk, IT Support, Technical Support, or similar customer‑facing technical environment.
• Advanced proficiency in Spanish and English, with strong verbal and written communication skills. Advanced English proficiency is mandatory.
• Customer‑service mindset, with strong empathy, professionalism, and a willingness to support end users.
• Strong problem‑solving skills with the ability to identify, diagnose, and resolve Level 1 technical incidents efficiently.
• Ability to identify cases requiring specialized support and elevate them to the appropriate technical team.
• Strong verbal and written communication skills, including the ability to explain technical information clearly and simply to end users.
• Basic knowledge of current Windows operating systems and desktop environments.
• Basic knowledge of Microsoft Outlook and common email‑related troubleshooting.
• Familiarity with Google Chrome, Microsoft Edge, and troubleshooting common browser and web access issues.
• Basic understanding of desktop and laptop hardware, peripherals, printers, and authorized end‑user applications.
• Familiarity with ITSM or ticketing platforms such as ServiceNow, Remedy, Zendesk, Jira, or similar tools.
• Basic knowledge of remote support and remote access tools such as LogMeIn, AnyDesk, Remote Desktop Manager, or similar solutions.
• Basic understanding of networking and connectivity concepts, including VPN, Wi‑Fi, IP addresses, DNS, Internet access, and network connectivity.
• Ability to accurately document incidents, service requests, troubleshooting steps, actions, and resolutions.
• Ability to manage multiple user interactions and work effectively in a fast‑paced support environment.
• Commitment to maintaining the confidentiality and security of user, client, and organizational information.
• Availability to work flexible or rotating schedules according to operational requirements.

Other Qualifications

• Familiarity with ITIL Incident and Request Management concepts is a plus.
• Relevant certifications, such as ITIL Foundation, CompTIA A+, or Microsoft Fundamentals, are a plus.
• Previous experience providing technical support through multiple channels, including voice, chat, and email, is preferred.
• Experience providing remote technical support to desktops and laptops is preferred.
• Familiarity with troubleshooting Microsoft 365 environments and common end‑user applications is a plus.
• Knowledge of legacy environments or applications requiring Internet Explorer support is a plus.
• Strong attention to detail, documentation skills, and a continuous improvement mindset are valued.
• Availability to work flexible or rotating schedules, including weekends and holidays, when required.

Why DXC? / Life at DXC

DXC fosters a culture of inclusion, learning, and corporate responsibility. We offer competitive benefits, including health, dental, vision coverage, wellness programs, retirement savings plans, paid holidays, and more. At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in‑person collaboration while offering flexibility to support well‑being, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.

At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in‑person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.