Service Desk Specialist

Responsible for providing the first level of telephone, chat, email, self-service/web portal support of hardware, systems, sub-systems and/or applications and infrastructure for users. Manages end to end support for Incidents and Service Requests. Answers simple to complex questions about installation, operation, configuration, customization, and usage of assigned products. Applies basic diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures. Escalates complex issues to higher level of support. The L1 Analyst is required to support Service Desk clients and the contractual service level through prompt responses, high level customer service and technical first contact support. They are also required to clearly articulate customer requirements and interact with different support teams and third-party service providers. Languages- Spanish & Portuguese required Job Responsibilities •Attends to service desk calls, emails, chats or self-service tickets on technical / process related issues and provide support / assistance to customers. •Creates and resolves incidents / service request with complete and accurate documentation. •Follows all predefined procedures to meet SLA targets and to ensure that the performance parameters are met. •Efficiently resolves query/issue as per SOPs. Follows escalation process to L2/L3 for issues not within the scope of support. •Responds to and resolve customer requests, relating to software, hardware, network operations, applications and infrastructure by providing fast, efficient and friendly customer service. •Keep users aware of resolution steps and update, providing end to end ownership of owned tickets. •Assists in cross training and communicate quick fixes. •Creates SOPs or provide knowledge improvement feedback to SMEs. •Exhibits working knowledge of complaint handling procedures adequate to understand when to escalate matters and to whom.

Location: Ciudad de México, MX

Posted Date: 5/15/2025