Service Desk Lead & Knowledge Base Specialist

BULL-IT SOLUTIONS LTD; México; Presencial; MXN 180.000 - 300.000; Jornada completa

Descripción de la vacante

BULL-IT SOLUTIONS LTD in Mexico is seeking an experienced IT Support Specialist to provide real-time technical assistance, incident management, and escalation support to end users across devices. You will follow scripts and knowledge base articles, contribute to KB updates, and help maintain continuous service during peak periods, ensuring a professional user experience.

This role requires strong documentation, coaching skills for L1 analysts, and the ability to work within defined hours and

Responsabilidades

• Real-time Technical Assistance: Provide real-time technical support for common technical issues, account access, and basic troubleshooting to end users across devices.
• Incident Management: Accurately capture, categorize, and log incidents within the ServiceNow ticketing system, ensuring compliance with agreed service level targets.
• Escalation Protocols: Promptly escalate unresolved or complex issues to next level in accordance with established escalation protocols.
• User Experience: Deliver a professional and consistent user experience by adhering to approved scripts, knowledge base articles, and quality standards.
• Knowledge Contribution: Actively contribute to the improvement of existing scripts and knowledge base articles to enhance service efficiency.
• Operational Coverage: Maintain operational coverage as defined in the Hours of Coverage section, ensuring continuity of service during agreed support windows and implementing real-time operational adjustments based on volume forecasts and peak demand.
• Procedures Manual: Develop and appropriately update and maintain a Procedures Manual, subject to client’s approval. Implement necessary changes or additions to the Procedures Manual identified by client that it deems appropriate.
• Primary responsibilitiesKey attributes/skillsScope & autonomy: Provide floor support; improve KB/scripts; validate escalations; coach L1 analysts; support Procedures Manual updates.
• Deep process knowledge; coaching skills; documentation and KB authoring proficiency.
• Guides team; approves justified deviations from scripts; recommends SOP updates.

Descripción del empleo

BULL-IT SOLUTIONS LTD in Mexico is seeking an experienced IT Support Specialist to provide real-time technical assistance, incident management, and escalation support to end users across devices. You will follow scripts and knowledge base articles, contribute to KB updates, and help maintain continuous service during peak periods, ensuring a professional user experience.

This role requires strong documentation, coaching skills for L1 analysts, and the ability to work within defined hours and