Service Desk Consultant

Deloitte Americas Delivery Mexico; Región Centro; Presencial; MXN 360.000 - 480.000; Jornada completa

Descripción de la vacante

Deloitte Americas Delivery Mexico (ADMX) in Guadalajara seeks a Service Desk Consultant to provide Tier 1 support for end users, handling calls, emails, and ticketing. You will interact with stakeholders and cross-functional teams to meet project goals.

Applicants should have 3-5+ years of experience, a Computer Science/IT/CE degree, and advanced English. Legally authorized to work in Mexico with flexibility for shifts.

Formación

• 3-5+ years of consulting and/or industry experience.
• Completion of Computer Science/IT/CE degree or related field.
• Advanced English proficiency.
• Strong verbal and written communication across chat, phone, and video sessions.
• Basic understanding of IT systems and ticketing/tracking tools.
• Ability to follow detailed SOPs with high consistency.
• Legally authorized to work in Mexico; background verification may apply.

Responsabilidades

• Provide Tier 1 technical support to end users remotely via phone, web-based tools, and email.
• Handle initial inquiries by phone or email from customers.
• Log call and email activity.
• Manage help desk software or ticketing system.
• Troubleshoot basic software, hardware, or network problems.
• Act as a liaison between end users and Tier 2 & 3 support.

Conocimientos

Advanced English

Communication skills

IT systems knowledge

Ticketing/tracking tools

Video conferencing tools

Educación

Computer Science / IT / Computer Engineering degree

Herramientas

Ticketing software

Video conferencing tools

Kiosk hardware/software interfaces

Descripción del empleo

Service Desk Consultant (Guadalajara) – Americas Delivery Mexico (ADMX)

Are you an experienced, passionate pioneer in technology? A Service Desk Consultant who wants to work in a collaborative environment? As an experienced Service Desk Consultant, you will have the ability to share new ideas and collaborate on projects as a consultant without the extensive demands of travel. Americas Delivery Mexico (ADMX) leverages scale and talent to provide high quality, cost-effective service to our clients. ADMX is a member of the Global Delivery Network which has presence across the world with Delivery centers in the United States, Romania, India, Spain, China, and the Philippines. ADMX is in Queretaro, Mexico. We provide consulting services to help our clients achieve a higher level of service in operational efficiency and business value. We are a team of professionals passionate about serving clients with distinction and learning, and we are driven by our purpose: Making an impact that matters for our clients, our people, and society.

Work you’ll do/Responsibilities

As a Consultant at Deloitte, you will work within an engagement team and be responsible for supporting the overall project goals and objectives. In this role, you will interact with stakeholders and cross-functional teams. It is expected that you will be able to perform independent tasks as well as provide technical guidance to team members, as needed.

• Provide Tier 1 technical support to end users remotely via phone, web-based tools, and email.
• Handle initial inquiries by phone or email from customers.
• Log call and email activity.
• Manage help desk software or ticketing system.
• Troubleshoot and manage basic software, hardware, or network problems.
• Act as a liaison between end users and Tier 2 & 3 support if necessary.

The Team

Join our AI & Engineering team in transforming technology platforms, driving innovation, and helping make a significant impact on our clients' success. You’ll work alongside talented professionals in reimagining and re-engineering operations and processes that are critical to businesses. Your contributions can help clients improve financial performance, accelerate new digital ventures, and fuel growth through innovation.

AI & Engineering leverages cutting-edge engineering capabilities to build, deploy, and operate integrated/verticalized sector solutions in software, data, AI, network, and hybrid cloud infrastructure. These solutions are powered by engineering for business advantage, transforming mission-critical operations. We enable clients to stay ahead with the latest advancements by transforming engineering teams and modernizing technology & data platforms. Our delivery models are tailored to meet each client's unique requirements.

Qualifications Required

Hiring location: Guadalajara, Jalisco.

• 3-5+ years of consulting and/or industry experience.
• Completion of course of study/Egresado in Computer Science/IT/Computer Engineering, or any pertinent field or industry, or equivalent years of experience.
• Responsible for supporting and independently completing project tasks.
• Advanced English Level.
• Willingness to work in flexible shifts and eligibility for background verification/security clearance, given the credentialing nature of the role.
• Good verbal and written communication skills for interactions across chat, phone, and face-to-face/video sessions.
• Basic understanding of IT systems, applications, and ticketing/tracking tools.
• Comfort working with credential and password reset systems, along with basic troubleshooting ability.
• Ability to strictly follow detailed, time-bound SOPs with minimal deviation and high consistency.
• Comfort operating video conferencing tools and kiosk-based hardware/software interfaces.
• Strong attention to detail for identity validation, data accuracy, and documentation.
• Alertness and observational skills to flag inconsistencies (blurry video, mismatched ID, suspicious behavior) for escalation.
• Punctuality and discipline to manage scheduled, appointment-based workflows (e.g., 30-minute slots).

Prior experience in IT helpdesk, BPO/voice process, or identity verification/security-compliance roles preferred.

Applicants must be legally authorized to work in Mexico at the time of hire; limited sponsorship may be available for this role based on business needs and applicable law.

Benefits

At Deloitte, we know that great people make a great organization. We value our people and offer employees a broad range of benefits. Learn more about what working at Deloitte can mean for you.

Our people and culture

Our inclusive culture empowers our people to be who they are, contribute to their unique perspectives, and make a difference individually and collectively. It enables us to leverage different ideas and perspectives and bring more creativity and innovation to help solve our clients' most complex challenges. This makes Deloitte one of the most rewarding places to work.

Professional development

From entry-level employees to senior leaders, we believe there’s always room to learn. We offer opportunities to build new skills, take on leadership opportunities and connect, and grow through mentorship. From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their career.

Accommodations

We are committed to providing equal opportunity and reasonable accommodation for people with disabilities. To request a reasonable accommodation, contact our Talent Relations team at