TL;DR

Service Desk Analyst: Providing first-level technical support to users and ensuring timely resolution of incidents with an accent on incident prioritization, remote support delivery, and adherence to operational metrics. Focus on diagnosing hardware and software issues, escalating complex problems, and maintaining comprehensive knowledge base documentation.

Location: Mexico City, Mexico (Hybrid work model)

Company

%hirify_global% and Crayon have partnered to create a global, AI-powered software and cloud solutions provider with operations in over 70 countries.

What you will do

Provide support and resolve incidents reported 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 necessary.
Track, follow up, and close tickets while communicating with users.
Document solutions and procedures in the knowledge base and deliver remote support.

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 a customer-oriented mindset.
Availability to work in rotating shifts.
English: B2 required

Culture & Benefits

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