Service Desk Analyst – IT Support (Full‑Time)

About the role

We are seeking a Service Desk Analyst to join our IT team in Mexico City. In this full‑time position you will be the first point of contact for end‑users, providing prompt and courteous technical assistance. The ideal candidate is eager to learn, customer‑focused, and comfortable working with a variety of hardware, software, and networking issues.

Key responsibilities

• Provide first‑level technical support to users via phone, email, or chat.
• Troubleshoot and resolve hardware, software, and network‑related problems.
• Support Microsoft Office applications, including Outlook, Word, Excel, and PowerPoint.
• Log, track, and manage support tickets in the ticketing system.
• Escalate complex incidents to senior teams when necessary.
• Maintain documentation of common issues and solutions.

Required profile

• 1–2 years of experience in IT Support, Help Desk, or Service Desk environments.
• Basic understanding of networking concepts.
• Strong communication and problem‑solving abilities.
• Customer‑oriented mindset with a willingness to continuously improve.

Required skills

• Basic networking knowledge.
• Proficiency with Microsoft Office (Outlook, Word, Excel, PowerPoint).
• Experience supporting Windows operating systems.
• Familiarity with ticketing systems.