Service Desk Analyst (IT Support)

TL;DR

Service Desk Analyst (IT Support): Providing first-level technical support for incidents and service requests with an accent on incident classification, remote troubleshooting, and SLA compliance. Focus on diagnosing hardware and software issues, managing tickets in ITSM tools, and ensuring a high-quality end-user experience.

Location: Mexico City, Mexico (Hybrid)

Company

hirify.global is a global AI-powered software and cloud solutions provider operating in over 70 countries with a team of 13,000+ professionals.

What you will do

• Provide first-level technical support for incidents and service requests via phone, email, and ITSM tools.
• Log, classify, prioritize, and manage tickets in accordance with established SLAs.
• Diagnose and resolve hardware, software, application, and access-related issues.
• Monitor, follow up, and close tickets while maintaining clear communication with users.
• Deliver remote support and document solutions in the internal knowledge base.

Requirements

• Technical or Technologist degree in Systems, IT, Computer Science, or related fields.
• Previous experience in remote technical support or Service Desk environments.
• Basic knowledge of Windows operating systems and corporate office tools.
• Strong communication skills and a customer-oriented mindset.
• Availability to work in rotating shifts.
• Must be located in Mexico City.

Nice to have

• Experience with Aranda ITSM tools.

Culture & Benefits

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