Analista De Mesa De Ayuda

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