Service Desk Bilingue

HCLTech; Estado de México; 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 10%

Food vouchers

30 days bonus

12 days of vacation

Job summary

A global technology company is seeking a Service Desk professional on-site in Mexico, Estado de México. The role involves providing technical support to users and requires strong customer service and technical skills. Benefits include life insurance, medical expenses insurance, and food vouchers.

Qualifications

• High school diploma or equivalent; an Associate's degree or vocational training in IT support is a plus.
• Proven experience in a customer service role beneficial.
• Understanding of computer hardware, software, and networking concepts.

Responsibilities

• Provide efficient and effective technical support to users.
• Assist with onboarding new users and setting up their accounts.
• Maintain clear communication with end-users regarding request status.

Skills

Customer service experience

Technical expertise

Strong communication skills

Problem-solving skills

Familiarity with ITIL

Education

High school diploma or equivalent

Associate's degree in IT support or computer science

CompTIA A+ certification

Tools

Ticketing systems

Microsoft Office

Job description

Overview

HCLTech is a global technology company with more than 218,000 people across 59 countries. We deliver capabilities centered around digital, engineering, cloud and AI, with a broad portfolio of technology services and products. We work with clients across major verticals, including Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of the 12 months ending September 2024 totaled $13.7 billion.

We are looking for a Service Desk.

Responsibilities

• Serves as the first point of contact for users requiring technical support, providing efficient and effective support to resolve or escalate issues and ensure a high level of customer satisfaction.
• Serve as the first point of contact for end-user IT support requests via phone, email, and other channels.
• Review and prioritize requests based on escalation criteria, and categorize all support requests in the ticketing system.
• Perform basic troubleshooting and problem resolution for common hardware, software, and network issues, following documented procedures and knowledge base articles.
• Assist users with password resets, account lockouts, and basic application usage.
• Assist with onboarding new users and setting up their accounts and equipment.
• Escalate complex issues to higher-level support teams (L2/L3) with detailed information.
• Maintain clear and concise communication with end-users regarding the status of their requests.
• Provide regular contributions to the knowledge base by documenting troubleshooting steps and solutions.
• Follow established service desk processes and procedures consistently.
• Demonstrate adaptability, openness to change, and the ability to work in ambiguous situations and respond to new information or unexpected circumstances.
• Uphold company mission and values through accountability, innovation, integrity, quality, and teamwork.
• Support and comply with the company’s Quality Management System policies and procedures.
• Maintain regular and reliable attendance and the ability to work nights and/or weekends, as needed.
• Ability to work on a computer and phone simultaneously; capable of working on a mobile device, tablet, or computer screen and typing for a large portion of the day.

Qualifications

• High school diploma or equivalent; Associate's degree or vocational training in a relevant field (e.g., IT support, computer science) is a plus.
• CompTIA A+ certification or equivalent entry-level IT support certification is desirable.
• Proven experience in a customer service role is beneficial.
• Strong technical expertise and the ability to quickly assess situations to resolve or escalate them.
• Excellent communication and interpersonal skills.
• Familiarity with ITIL best practices is a plus.
• Demonstrated ability to perform the essential duties of the position with or without accommodation.
• Understanding of computer hardware, software (operating systems, common applications), and networking concepts.
• Proficiency in using ticketing systems and knowledge base tools.
• Ability to follow instructions and procedures accurately.
• Strong problem-solving and analytical skills for basic issues.
• Knowledge of online security practices and advice.
• Strong computer skills including internet navigation and email usage; proficiency in Microsoft Office.

What we offer

• Life insurance
• Major Medical Expenses Insurance (extends to spouse and 2 children under 25 years of age, if applicable)
• Minor Medical Expense Insurance
• Savings Fund 10% (up to MXN $4,300 monthly)
• Food vouchers 13% (up to MXN $3,300 monthly)
• 30 days bonus
• 12 days of vacation in the first year, increasing by 2 days as dictated by law

Location

Position on site - Technoparque, Azcapotzalco

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Information Technology
• Industries: IT Services and IT Consulting