Service Desk Level 1 Analyst

Role Overview:

• This is a remote position based in Mexico, operating on a 1st Shift schedule from 9a-7p MX CST, Monday through Friday.
• The role pays a monthly rate of 17,000 MXN and includes benefits like medical insurance and quarterly bonuses.

Your Mission:

• Serve as the front line of technical support, handling inquiries via phone, email, and chat to help users stay connected and productive.
• Log all service desk interactions, provide first-level troubleshooting for various IT issues, and escalate complex problems as needed.
• Ensure timely and accurate resolution of requests, follow up with customers, and participate in special projects to support team goals.

What You Bring:

• Education includes a high school diploma or equivalent, with a preference for an associate or bachelor’s degree in computer science or related fields.
• Experience of 1–2 years in a technical support role, strong customer service skills, and proficiency with Microsoft Office and Windows.
• Relevant certifications such as HDI Support Center Analyst, ITIL Foundation, or CompTIA A+ are a plus, along with the ability to work independently and prioritize effectively.