Help Desk

Position: Bilingual Help Desk Analyst CDMX Position Summary: The Bilingual Help Desk Analyst is responsible for providing first-level technical support to internal users in both English and Spanish. The main objective is to resolve incidents, provide guidance on technological tools, and escalate issues when necessary, ensuring an efficient, clear, and professional support experience. Responsibilities: Respond to technical support requests via tickets, in both English and Spanish. Log, diagnose, and follow up on hardware, software, network, and system access issues, among others. Escalate complex problems following established procedures. Maintain clear, empathetic, and professional communication with users. Document solutions and procedures in the knowledge base. Monitor compliance with SLA and support KPIs. Participate in continuous improvement projects within the support area. Requirements: Advanced English level (spoken and written). Minimum 1 year of experience in help desk or technical support roles. Basic to intermediate knowledge of Windows 10/11 operating systems, Microsoft 365, among others. Ability to diagnose technical problems and provide effective solutions. Customer-oriented, proactive attitude, and ability to work under pressure. Nice to Have: Certifications such as ITIL Foundation, CompTIA A, or similar. Experience with ticketing systems (e.g., Zendesk, Jira, ServiceNow, etc.). Familiarity with corporate environments and IT policies. Key Competencies: Effective communication (in both languages). Proficiency in O365 Analytical thinking and problem solving. Organization and follow-up. Teamwork. Adaptability and continuous learning. What would a typical day look like for you as a Bilingual Help Desk Analyst in CDMX? Your day starts by reviewing support tickets in both English and Spanish, prioritizing requests like password resets for Gorgias and Dial Tower, network issues, or basic workstation problems. You provide clear, professional technical support and escalate more complex issues following the proper procedures. You also handle on-site support—moving equipment or making sure workstations are up to date. Keeping an accurate inventory of devices and accessories in CDMX is part of your routine, as well as reporting any network issues to the appropriate ISP. While you won’t be working with M365 or WS1 from day one, you're constantly learning and growing. Your daily focus is on delivering fast, effective solutions, documenting every case clearly, and contributing to the team's continuous improvement.

Location: Ciudad de México, MX

Posted Date: 4/27/2025