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Job Description- **- Job Title: Help Desk- Req Id: *****- City: Mexico City- State/Province: Estado De Mexico- Posting Start Date: 10/31/25-- Job Description:**Help Desk**:- **Role Objective**:- Provide first-level technical support to Novartis internal users, resolving issues related to hardware, software, access, collaboration tools, and connectivity.The Help Desk agent will serve as the first point of contact, ensuring a professional, efficient, and courteous support experience.
- **Responsibilities**:Diagnose and resolve basic technical issues (e.g., Active Directory, license access, network paths).
- Escalate complex issues to second-level support following established protocols.
- Document solutions in the internal knowledge base.
- Assist with technical onboarding for new employees.
- Ensure compliance with client-defined SLAs.
- Participate in continuous improvement and feedback sessions.
- **Requirements**:- Minimum 1 year of experience in Help D...