Service Desk Analyst (Level 1) – Hybrid, Mexico City

About the role

The Service Desk Analyst provides first‑line support for internal users, resolving hardware and software issues while delivering a high standard of customer service. Working from our Mexico City office three days a week, the analyst collaborates with regional and global teams in both Spanish and English.

Key responsibilities

• Manage incidents and service requests, ensuring SLA compliance.
• Maintain the asset register, track hardware/software inventory and update configuration data.
• Identify and propose process improvements to increase efficiency.
• Resolve user tickets with empathy and commercial awareness, building strong internal relationships.
• Analyze problems, determine root causes, document findings and implement remedies to reduce recurrence.
• Own issues from identification through mitigation or escalation.
• Apply ITIL service‑management principles in daily activities.
• Generate and review service reports to monitor key performance indicators.
• Prioritise user experience while balancing competing demands.

Required profile

• Strong customer‑service orientation with proactive communication.
• Ability to work independently and as part of a team.
• Commercial awareness and focus on delivering satisfactory outcomes.
• Fluent in Spanish; proficient in English for collaboration with global teams.
• Understanding of ITIL concepts and service‑management processes.

Required skills

• ITIL framework knowledge
• Incident and service request management
• Asset management and configuration tracking
• Problem management and root‑cause analysis
• Service reporting and KPI monitoring