Service Desk Analyst – Level 1 Bilingual Voice & Chat Support

DXC Technology Company; Xico; On-site; MXN 167,000 - 301,000; Full time

Job summary

DXC Technology in Veracruz is seeking a Service Desk Analyst – Level 1 to provide bilingual IT support to end users via voice, chat and email. You will diagnose and resolve common technical issues and document incidents in the ITSM system.

Support scopes include Windows environments, Microsoft Outlook, web browsers, VPN access, and remote desktop tools. You will keep users informed and escalate when necessary, contributing to a professional, customer-focused experience.

Qualifications

• Bilingual Spanish and English required for frontline IT support.
• Experience in Level 1 IT support and ticket logging.
• Knowledge of Windows, Outlook, browsers, VPN, and remote tools preferable.

Responsibilities

• Provide Level 1 IT support via voice, chat, and email in Spanish and English.
• Log, diagnose, and resolve incidents using ITSM processes; escalate when needed.
• Document symptoms, steps, and resolutions accurately in the ticketing system.

Skills

Bilingual Spanish/English

Tools

ITSM platform

LogMeIn

AnyDesk

Remote Desktop Manager

VPN

Job description

Job Description:

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 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.