Service Desk Analyst (Guadalajara)

This role involves diagnosing and resolving hardware, software, and network problems for end‑users via telephone, e‑mail, chat, or video call.

Activities

• Provide hardware, software, and network problem diagnosis and resolution via telephone/email/chat or videocall for customers’ end users.
• Classify service calls according to the specified options.
• Route problems to internal 2nd and 3rd level IT support staff using knowledge base articles.
• Coordinate with level 2 and 3 support staff that provide hardware, software, and network problem resolution.

Skills & Qualifications

• 2-3 years of experience in a similar role.
• High school certificate required.
• Customer‑focused with strong empathy for end users.
• Excellent communication skills (active listening, clear voice).
• Good writing skills (English).
• Good phone techniques (English).
• Ability to articulate and speak...