Service Desk Consultant

Hitachi Vantara Corporation; Montemorelos; Presencial; MXN 201.000 - 312.000; Jornada completa

Descripción de la vacante

Hitachi Vantara Corporation is seeking an enthusiastic Service Desk professional to be the first point of contact for end users, providing multi-channel support and ensuring accurate issue documentation.

You will troubleshoot Tier 1 hardware, software, and access issues, manage user accounts, and escalate complex incidents with complete details. Join a global team delivering reliable IT support and improving service quality.

Formación

• Experience in customer service, technical support, help desk, or service desk environments with a strong focus on end-user satisfaction.

Responsabilidades

• Serve as the first point of contact for end users, providing support via phone, email, chat, and ticketing systems while ensuring all interactions are accurately documented.

Conocimientos

End-user support

Windows

MacOS

Microsoft 365

Ticketing platforms

Active Directory

Networking basics

Communication

Documentation

Herramientas

ServiceNow

Zendesk

Jira Service Management

Descripción del empleo

Job Description:

Function

Enterprise Applications

Our Company

We’re Hitachi Digital Services, a global digital solutions and transformation business with a bold vision of our world’s potential. We’re people-centric and here to power good. Every day, we future-proof urban spaces, conserve natural resources, protect rainforests, and save lives. This is a world where innovation, technology, and deep expertise come together to take our company and customers from what’s now to what’s next. We make it happen through the power of acceleration.

Imagine the sheer breadth of talent it takes to bring a better tomorrow closer to today. We don’t expect you to ‘fit’ every requirement – your life experience, character, perspective, and passion for achieving great things in the world are equally as important to us.

Job description

Meet Our Team:

Join a customer-focused Service Desk team that serves as the frontline technology support function for the organization. Our team is responsible for delivering exceptional end-user support, resolving technical issues, managing service requests, and ensuring employees have a seamless technology experience. We collaborate closely with infrastructure, application, and security teams to provide timely solutions while maintaining high service standards and user satisfaction.

What You'll Be Doing:

• Serve as the first point of contact for end users, providing support via phone, email, chat, and ticketing systems while ensuring all interactions are accurately documented.
• Troubleshoot and resolve Tier 1 issues related to hardware, software, printers, Microsoft 365, account access, and basic network connectivity.
• Perform user account administration tasks, including password resets, account unlocks, onboarding, offboarding, and equipment provisioning.
• Escalate complex incidents to Tier 2/3 support teams with complete documentation and relevant troubleshooting details.
• Monitor ticket queues, maintain SLA compliance, communicate status updates to users, and contribute to continuous service improvement initiatives.

What You Bring to the Team:

• Experience in customer service, technical support, help desk, or service desk environments with a strong focus on end-user satisfaction.
• Working knowledge of Windows and Mac operating systems, Microsoft Office/Microsoft 365 applications, and common business technologies.
• Familiarity with ticketing platforms such as ServiceNow, Zendesk, or Jira Service Management and adherence to documented processes.
• Understanding of Active Directory, account administration, basic networking concepts, and troubleshooting methodologies.
• Excellent communication, problem-solving, time management, and documentation skills, with a willingness to learn and grow within an IT support organization.

#LI-RS2

About us

We’re a global, team of innovators. Together, we harness engineering excellence and passion to co-create meaningful solutions to complex challenges. We turn organizations into data-driven leaders that can make a positive impact on their industries and society. If you believe that innovation can bring a better tomorrow closer to today, this is the place for you.

Fostering innovation through diverse perspectives

Hitachi is a global company operating across a wide range of industries and regions. One of the things that sets Hitachi apart is the diversity of our business and people, which drives our innovation and growth.

We are committed to building an inclusive culture based on mutual respect and merit-based systems. We believe that when people feel valued, heard, and safe to express themselves, they do their best work.

How we look after you

We help take care of your today and tomorrow with industry-leading benefits, support, and services that look after your holistic health and wellbeing. We’re also champions of life balance and offer flexible arrangements that work for you (role and location dependent). We’re always looking for new ways of working that bring out our best, which leads to unexpected ideas. So here, you’ll experience a sense of belonging, and discover autonomy, freedom, and ownership as you work alongside talented people you enjoy sharing knowledge with.

We’re proud to say we’re an equal opportunity employer and welcome all applicants for employment without attention to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran, age, disability status or any other protected characteristic. Should you need reasonable accommodations during the recruitment process, please let us know so that we can do our best to set you up for success.