Service Desk Specialist: End-User IT Support

hitachi; México; Híbrido; MXN 180.000 - 240.000; Jornada completa

Descripción de la vacante

Hitachi is seeking an IT Service Desk professional to join a customer-focused team. You will provide frontline end-user support, resolve Tier 1 issues, and manage user accounts while collaborating with infrastructure, applications, and security teams.

You will work with Windows, MacOS, and MS 365 across a range of devices, ensuring timely responses, documentation, and adherence to SLAs. A proactive learner mindset and strong communication are essential for success.

Formación

• Experience in customer service, technical support, or service desk roles with strong end-user focus.
• Knowledge of Windows and Mac operating systems and Microsoft 365 applications.
• Familiarity with ServiceNow, Zendesk, or Jira Service Management.
• Strong communication, problem-solving, and documentation skills.
• Willingness to learn and grow in IT support.

Responsabilidades

• Serve as the first point of contact for end users via phone, email, chat, and ticketing systems.
• Troubleshoot Tier 1 hardware, software, printers, and basic network connectivity.
• Perform user account administration tasks (password resets, onboarding, offboarding).
• Escalate complex incidents to Tier 2/3 with complete documentation.
• Monitor queues, maintain SLA, and drive service improvements.

Conocimientos

Customer service

Technical support

End-user focus

Windows

MacOS

Microsoft 365

Communication

Problem solving

Herramientas

ServiceNow

Zendesk

Jira Service Management

Descripción del empleo

Hitachi is seeking an IT Service Desk professional to join a customer-focused team. You will provide frontline end-user support, resolve Tier 1 issues, and manage user accounts while collaborating with infrastructure, applications, and security teams.

You will work with Windows, MacOS, and MS 365 across a range of devices, ensuring timely responses, documentation, and adherence to SLAs. A proactive learner mindset and strong communication are essential for success.