Service Desk Specialist — End-User IT Support

Hitachi Digital Services, LLC; Ciudad de México; Presencial; MXN 180.000 - 260.000; Jornada completa

Descripción de la vacante

Hitachi Digital Services is seeking a motivated Service Desk Analyst to be the first point of contact for employees seeking technical assistance. You will provide end-user support, troubleshoot hardware and software issues, and document interactions to maintain high service standards.

Based in Mexico City, you will work with Windows, Mac, Microsoft 365, and common business tech, using ServiceNow or Zendesk to track incidents and escalate complex problems.

Formación

• Experience in customer service and end-user satisfaction.
• Working knowledge of Windows and Mac operating systems and Microsoft 365.
• Familiarity with ticketing platforms like ServiceNow, Zendesk, or Jira Service Management.
• Understanding of Active Directory, account administration, and basic networking concepts.
• Excellent communication, problem-solving, time management, and documentation skills, with a willingness to learn and grow in IT support.

Responsabilidades

• Serve as the first point of contact for end users via phone, email, chat, and tickets with accurate documentation.
• Troubleshoot and resolve Tier 1 issues related to hardware, software, printers, Microsoft 365, and basic network connectivity.
• Perform user account administration tasks including password resets, unlocks, onboarding, offboarding, and equipment provisioning.
• Escalate complex incidents to Tier 2/3 with complete documentation and troubleshooting details.
• Monitor ticket queues, maintain SLA compliance, and contribute to service improvement initiatives.

Conocimientos

Customer service

End-user support

Windows

Mac

Office 365

Ticketing systems

Active Directory

Account administration

Networking basics

Documentation skills

Communication skills

Herramientas

ServiceNow

Zendesk

Jira Service Management

Descripción del empleo

Hitachi Digital Services is seeking a motivated Service Desk Analyst to be the first point of contact for employees seeking technical assistance. You will provide end-user support, troubleshoot hardware and software issues, and document interactions to maintain high service standards.

Based in Mexico City, you will work with Windows, Mac, Microsoft 365, and common business tech, using ServiceNow or Zendesk to track incidents and escalate complex problems.