TL;DR

Analista De Mesa De Ayuda: Providing first-level technical support to users across different locations, ensuring timely resolution of incidents and an excellent end-user experience. Focus on hardware, software, corporate applications, and access management issues.

Location: Mexico City, Mexico

Company

%hirify_global% and Crayon have come together to form a global, AI-powered software and cloud solutions provider with a bold vision for the future.

What you will do

Provide support and resolution for incidents reported by users via phone, email, or ITSM tools.
Register, classify, and prioritize tickets according to defined SLAs.
Perform initial diagnosis and troubleshooting of hardware, software, corporate applications, and access management issues.
Escalate incidents to second-level support or specialized teams when required.
Track, follow up, and close tickets ensuring proper communication with users.
Document solutions and procedures in the knowledge base.
Deliver remote support to users across multiple sites.
Meet productivity and quality metrics defined by the Service Desk operation.

Requirements

Technical or Technologist degree in Systems, IT, Computer Science, or related fields.
Previous experience in remote technical support or Service Desk environments.
Knowledge of ITSM tools (experience with Aranda is a plus).
Basic knowledge of Windows operating systems, corporate applications, and office tools.
Strong communication skills and customer-oriented mindset.
Availability to work in rotating shifts.

Culture & Benefits

Comprehensive health and well-being programs
Continuous learning and career development
Performance-based incentives
Flexible and hybrid work models